Call Centre & Contact Centre Professionals

About the role

Hire Resolve is seeking experienced call centre and contact centre professionals for multiple mid‑senior positions across customer operations, service delivery, sales performance and leadership.

Key responsibilities

• Lead and improve day‑to‑day contact centre operations across voice, email, chat and digital channels.
• Manage team leaders/supervisors, drive performance through coaching, KPIs and structured scorecards.
• Partner with workforce management to handle forecasting, scheduling, real‑time adherence and capacity planning.
• Implement quality assurance frameworks, calibration routines and root‑cause analysis.
• Oversee onboarding, training and knowledge management to maintain readiness and quality standards.

Required profile

• 6–12+ years experience in call centre/contact centre environments, with 3–6+ years in leadership or specialist roles.
• Diploma or bachelor’s degree preferred (Business, Management, Communications, Analytics or related).
• Strong people leadership, coaching, performance management and change delivery skills.
• Experience with KPI‑led operations management and continuous improvement (Lean/Six Sigma exposure beneficial).

Required skills

• CRM and case management tools such as Salesforce, Zendesk or ServiceNow.
• CCaaS/telephony platforms, diallers and QA platforms.
• Workforce management tools for forecasting, scheduling and real‑time management.
• Excel/Google Sheets and BI reporting tools.

What we offer

• Private health insurance.
• Pension plan.
• Paid time off.
• Training and development opportunities.