Call Centre & Contact Centre Professionals

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
Hire Resolve US

Hire Resolve US

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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?

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