Call Centre & Contact Centre Professionals

About the role

Hire Resolve is partnering with call centre organisations to recruit experienced professionals for mid‑senior positions across operations, service delivery, sales performance and leadership. The roles offer clear progression toward senior management 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, driving performance through coaching, KPIs and structured scorecards.
• Enhance customer experience outcomes (CSAT, NPS, first contact resolution) while maintaining efficiency.
• 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 ensure readiness and quality.
• Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans.
• Support adoption of contact centre technology (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI).

Required profile

• Diploma or bachelor’s degree preferred (Business, Management, Communications, Analytics or related) or equivalent experience.
• 6–12+ years in call/contact centre environments, including 3–6+ years in leadership or specialist roles.
• Proven people leadership, coaching, performance management and change delivery.
• Experience with KPI‑led operations management and continuous improvement (Lean/Six Sigma a plus).
• Strong stakeholder management across Operations, Sales, IT, Compliance and HR.

Required skills

• CRM and case management tools such as Salesforce, Zendesk or ServiceNow.
• CCaaS/telephony platforms, diallers and workforce management tools.
• Quality assurance platforms and reporting tools (Excel, Google Sheets, BI tools).

What we offer

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