Call Centre & Contact Centre Professionals

13 hours, 45 minutes ago
Full-time
Senior
Customer and Technical Support
Hire Resolve US

Hire Resolve US

Choose your region to access Hire Resolve, a top recruitment agency connecting top talent with employers in the US, UK, and Africa. Start hiring today!

Internet Software & Services

Description

  • Lead and improve day-to-day contact centre operations across voice, email, chat and digital channels.
  • Manage team leaders and supervisors, driving performance through coaching, KPIs and structured scorecards.
  • Improve customer experience outcomes (e.g., CSAT, NPS, first contact resolution) while balancing efficiency and service levels.
  • Partner with workforce management to manage forecasting, scheduling, real-time adherence, occupancy and capacity planning.
  • Implement quality assurance frameworks, calibration routines and continuous improvement plans.
  • Oversee training, onboarding and knowledge management to maintain high service standards.
  • Deliver performance reporting and insights (AHT, ASA, abandonment, conversion, complaints, attrition) and define clear action plans.
  • Support contact centre technology adoption including CRM, telephony/CCaaS, diallers, QA tools and analytics/BI reporting.
  • Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions) and maintain a safe, compliant workplace aligned with UK health and safety/HSE guidance.

Requirements

  • GCSEs (or equivalent) including English and Maths typically expected; A-levels, professional certifications or a degree (Business, Management, Communications, Analytics, etc.) are advantageous depending on role.
  • Typically 5–12+ years’ experience in call centre/contact centre environments, including 2–6+ years in leadership (Team Leader, Contact Centre Manager, Operations Manager, Senior Manager).
  • Proven people leadership, coaching, performance management and change delivery capabilities.
  • KPI-led operations management and continuous improvement experience (Lean/Six Sigma exposure beneficial).
  • Workforce management fundamentals including forecasting, scheduling and real-time management.
  • Experience in quality, training, complaints handling and customer experience improvement.
  • Strong stakeholder management across Operations, Sales, Compliance, IT and HR.
  • Familiarity with systems and tools such as CRM and case management (Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms and BI/reporting tools (Excel/Google Sheets, BI).
  • Professional English required; additional languages are a plus depending on customer base.
  • Willingness to work on-site, hybrid or remote as required by the employer and to provide flexibility for peak periods and operational coverage.

Benefits

  • Private healthcare plan.
  • Pension plans.
  • Life assurance.
  • Leave package.
  • Training and development.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Short-Term Rental Property Manager

Assist World IT Services

Property Manager at Assist World responsible for independently overseeing day-to-day operations of a growing short-term rental portfolio to ensure smooth turnovers, rapid issue resolution, and consistently high guest experiences.

12 hours, 15 minutes ago

Director, Credentialing and Enrollment

Foodsmart 51-250 Health Care Providers & Services

Director of Credentialing & Enrollment at Foodsmart leading and scaling provider eligibility and enrollment operations for the company’s nationwide telehealth Registered Dietitian network to ensure providers are licensed, credentialed, enrolled and ready to bill across all operating states.

12 hours, 15 minutes ago

Senior Manager, Workforce Excellence & Safety Compliance

Zum 51-250 Road & Rail

Senior Manager, Workforce Excellence & Safety Compliance at Zūm responsible for building and standardizing workforce development and safety compliance systems across the company’s expanding school transportation operations to ensure regulatory compliance and operational excellence.

13 hours ago

VP, Production Operations

Media.Monks 5K-10K Media

VP, Production Operations at Monks responsible for architecting and evolving the agency’s delivery ecosystem to enable scalable, high-quality, margin-protected execution of complex, multi-disciplinary work.

Agile Digital Marketing
18 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers