Fleet Operations Contact Centre – Shift Team Lead

About Acetech

Acetech is an indigenous Irish company providing technology, fleet management and monitored services for emergency and essential service organisations worldwide. Our platforms and services help customers track, manage and maintain their critical vehicles and equipment so they remain safe, available and ready to respond.

About the team

The Fleet Operations Contact Centre in Tullamore focuses on one core outcome: keeping customer vehicles available by managing technical issues and maintenance tasks from first report through to completion.

Customers contact us because there is a problem affecting vehicle or equipment availability. The team’s job is to log the case, arrange appropriate action, track progress and ensure the asset is returned to service promptly. This is not a usual contact centre environment; we are not running sales campaigns or handling generic insurance or billing queries. We manage real operational cases that impact lives.  We see ourselves as “emergency services for the emergency services” because our work supports organisations that cannot afford for vehicles or equipment to be unavailable when it matters most.

About the Shift Team Lead role

The Shift Team Lead acts as the central coordination point for the contact centre during their shift. You are not a people manager, but you are the person who:

• Oversees how work is flowing.
• Allocates and rebalances tickets and tasks.
• Sets the tone for teamwork, communication and standards.

You will have your own workload of cases, and at the same time you will help the team work together positively, keep service levels on track and maintain high standards of data quality and communication.

Key responsibilities

• Supervise the flow of work across your shift, acting as the central point for incoming information, case direction and operational support while on duty.
• Allocate and rebalance calls, emails, tickets and customer queries across the team, so that cases are handled end‑to‑end and service levels are met.
• Review queues and workload distribution during the shift, focusing on timely completion of work and prompt handling of operational priorities.
• Maintain high standards of data accuracy and confidentiality for fleet, asset, customer and case records across systems.
• Monitor dashboards and bespoke systems to ensure that information is captured efficiently and service standards are maintained.
• Liaise with external repair and service providers to coordinate scheduled and unscheduled maintenance, reducing downtime and supporting service continuity.
• Keep customers and internal stakeholders informed of maintenance progress, appointment changes, delays and follow‑up actions in a clear, professional manner.
• Support onboarding and day‑to‑day guidance for Customer Service Agents on the shift, reinforcing good practice in workflow, service standards and communications.
• Contribute to daily, weekly and monthly reporting by providing accurate operational updates and data extracts.

Throughout, you are expected to promote a positive team spirit: encouraging collaboration, keeping communication constructive and helping colleagues stay focused on solutions rather than problems.

Working pattern and location

• 77 hours per fortnight.
• 12‑hour shifts on a 4‑on/4‑off rotation, covering days and nights, including weekends and public holidays.
• Office‑based in Tullamore, Co. Offaly.
• This role is not set up for remote working.

Salary and benefits

• Salary: €38,000 – €39,500, inclusive of the 22% shift allowance.
• 5% employer pension contribution.
• Death‑in‑service benefit.
• Health insurance.
• Permanent contract with annual leave and other standard company benefits.

Profile and experience

We are looking for an experienced operational contact centre or service desk professional who wants to step into, or continue in, a shift team lead position without formal people‑management responsibility.

The role is suited to someone who:

• Has strong experience in customer service, contact centre, service desk, fleet support or similar operational environments.
• Has managed calls, emails, tickets or queries through to completion in a time‑sensitive setting.
• Has experience guiding work on shift, allocating workload or helping to maintain service levels in a team.
• Brings a positive, steady presence to the room – supports colleagues, motivates the team and helps maintain a constructive atmosphere under pressure.
• Demonstrates dependable judgement, calm decision‑making and clear communication when dealing with live operational issues.
• Works confidently with multiple systems and data streams, with close attention to accuracy and confidentiality.
• Is reliable in attendance and understands the importance of 24/7 cover for customers operating critical fleets.

We welcome applications from individuals currently in senior agent, shift lead or coordination roles, as well as experienced agents ready to move into a structured team lead position.

Support and flexibility

The team lead role follows the same 4‑on/4‑off pattern as the wider contact centre. While the primary expectation is full‑time shift coverage, we are open to considering part‑time or term‑time arrangements for suitable candidates where this can be accommodated within the team structure and operational requirements.

We recognise the demands of long‑shift and night working and provide appropriate breaks and a safe, secure working environment.