Call Center & Contact Center Professionals

Job description

# Call Center & Contact Center Professionals > Hire · United States (Remote) · Full-time · Posted 2025-12-30 **Salary:** USD 75,000–155,000 **Workplace:** remote **Department:** Information Technology ## Description **Hire Resolve is assisting call center and contact center organizations in hiring experienced call center professionals** for multiple mid–senior opportunities across customer service, sales, and operations. This is a **multi-role hiring campaign** designed to attract talent across several specializations (people leadership, performance, quality, training, workforce management, and customer experience), with **clear progression pathways toward senior leadership** (Senior Manager, Head of Contact Center, and Director-level roles). ### Key Responsibilities - Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels - Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards - Improve customer experience (CSAT, NPS, FCR) while balancing cost-to-serve and service levels - Own workforce performance in partnership with WFM (forecasting, scheduling, adherence, occupancy) - Implement quality assurance frameworks, calibration routines, and continuous improvement plans - Oversee training and onboarding programs; maintain knowledge management and readiness standards - Partner with cross-functional stakeholders (Sales, Product, IT, Compliance, HR) to execute operational initiatives - Monitor and report operational metrics (AHT, ASA, abandonment, conversion, attrition) and present action plans - Support contact center technology adoption (CRM, ticketing, CCaaS, dialers, analytics, QA tools) - Ensure workplace safety and compliance alignment with applicable standards (including OSHA expectations) ## Requirements - **Education/credentials:** High school diploma or GED required; **associate or bachelor’s degree** in Business, Communications, Operations, or a related field preferred (or equivalent experience) - **Experience:** Typically **5–12+ years** in call center/contact center environments, including **2–6+ years** in leadership (Supervisor, Team Lead, Manager, Senior Manager) - **Core skills:** - People leadership, coaching, performance management, and change leadership - KPI-driven operations management and continuous improvement (Lean/Six Sigma exposure is a plus) - Workforce management fundamentals (forecasting, scheduling, real-time adherence) - Quality, training, and customer experience improvement - Strong business communication and stakeholder management - **Systems/tools (varies by role):** CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow), contact center platforms (CCaaS), dialers, WFM tools, QA platforms, and reporting/analytics (Excel/Google Sheets, BI tools) - **Language:** Professional English required; additional languages are a plus depending on customer base and region - **Work arrangements:** On-site, hybrid, and remote options may be available depending on client needs; shift flexibility may be required in some environments ## Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development ## Apply [Apply at Hire ](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/D4EDBFE0C3/apply) --- Powered by [Workable](https://www.workable.com)