Call Centre & Contact Centre Professionals

Job description

# Call Centre & Contact Centre Professionals > Hire · United Kingdom (Remote) · Full-time · Posted 2025-12-30 **Salary:** GBP 40,000–70,000 **Workplace:** remote **Department:** Information Technology ## Description **Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for multiple mid–senior opportunities across customer operations, sales performance, and service delivery. This is a **multi-role opportunity** covering leadership and specialist functions such as contact centre operations, team management, quality, training, workforce management, customer experience, and performance optimisation—with **progression toward senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions). ### Key Responsibilities - Lead and improve 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 (e.g., 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 quality assurance frameworks, calibration routines, and continuous improvement plans - Oversee training, onboarding, and knowledge management to maintain high service standards - Deliver performance reporting and insight (AHT, ASA, abandonment, conversion, complaints, attrition) with clear action plans - Support contact centre technology adoption (CRM, telephony/CCaaS, diallers, QA tools, analytics and BI reporting) - Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions where relevant) - Maintain a safe and compliant workplace aligned with UK health and safety expectations and HSE guidance ## Requirements - **Education/qualifications:** 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 scope - **Experience:** Typically **5–12+ years** in call centre/contact centre environments, including **2–6+ years** in leadership (Team Leader, Contact Centre Manager, Operations Manager, Senior Manager) - **Core capabilities:** - People leadership, coaching, performance management, and change delivery - KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial) - Workforce management fundamentals (forecasting, scheduling, real-time management) - Quality, training, complaints handling, and customer experience improvement - Strong stakeholder management across Operations, Sales, Compliance, IT, and HR - **Systems/tools (varies by role):** CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets, BI tools) - **Language:** Professional English required; additional languages are a plus depending on customer base - **Work patterns:** May include on-site, hybrid, or remote working (employer dependent). Some roles require flexibility for peak periods and operational coverage ## Benefits - Private Healthcare Plan - Pension Plans - Life Assurance - Leave Package - Training & Development ## Apply [Apply at Hire ](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/A2CEB04674/apply) --- Powered by [Workable](https://www.workable.com)