Call Centre & Contact Centre Professionals

f341ca86b0

Posted Jan 5, 2026

Full-time
Information Technology

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Job description

# Call Centre & Contact Centre Professionals > Hire · Berlin, Germany · Full-time · Posted 2026-01-05 **Salary:** EUR 55,000–95,000 **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, service delivery, sales performance, and contact centre leadership. This is a **multi-role opportunity** covering operational leadership and specialist functions such as contact centre operations, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with **clear progression toward senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions). ### Key Responsibilities - Lead and optimise 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 QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance - Oversee onboarding, training, and knowledge management to maintain readiness and high service standards - Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans - Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting) - Ensure data handling and customer communications align with **GDPR** and relevant German requirements (e.g., **BDSG**)[](https://europa.eu/youreurope/business/dealing-with-customers/data-protection/data-protection-gdpr/index_en.htm?utm_source=chatgpt.com) - Maintain a safe working environment aligned with **occupational safety and health** obligations (Arbeitsschutz / risk assessment expectations under the Occupational Safety and Health Act) ## Requirements - **Education/qualifications:** Relevant vocational qualification or diploma; bachelor’s degree (Business, Management, Communications, Analytics, or related) is advantageous. Equivalent experience is considered - **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training 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) - WFM fundamentals (forecasting, scheduling, real-time management, adherence) - Quality assurance, training design, escalations/complaints management, and CX improvement - Strong stakeholder management across Operations, IT, Compliance, Sales, and HR - **Systems/tools (varies by role):** CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools) ## Benefits - Private Health Insurance - Pension Plan - Paid Time Off - Training & Development ## Apply [Apply at Hire ](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/F341CA86B0/apply) --- Powered by [Workable](https://www.workable.com)