Call Centre & Contact Centre Professionals
759e8d1cc2
Newcastle, Northern Ireland, United Kingdom | Sheffield, England, United Kingdom | Nottingham, England, United Kingdom | Bristol, England, United Kingdom
Posted Jan 5, 2026
- Full-time
- Information Technology
Job description
# Call Centre & Contact Centre Professionals
> Hire · Newcastle, United Kingdom · Full-time · Posted 2026-01-05
**Salary:** GBP 40,000–70,000
**Workplace:** on_site
**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/759E8D1CC2/apply)
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