Call Centre & Contact Centre Professionals

**Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a **multi-role opportunity** spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with **progression toward senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions). ### Key Responsibilities * Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels * Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards * Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels * Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning * Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives * Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards * Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans * Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting) * Ensure customer handling and data practices align with **GDPR** expectations * Maintain a safe work environment aligned with the **Working Conditions Act (Arbowet)** and related employer obligations * **Education/qualifications:** Relevant **MBO/HBO diploma** or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered * **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager) * **Core capabilities:** * People leadership, coaching, performance management, and change delivery * KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial) * WFM fundamentals (forecasting, scheduling, real-time management, adherence) * Quality assurance, training design, escalation/complaints management, and CX improvement * Strong stakeholder management across Operations, IT, Sales, Compliance, and HR * **Systems/tools (varies by role):** CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools) * Private Health Insurance * Pension Plan * Paid Time Off * Training & Development