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 spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with 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 (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, root-cause analysis, and continuous improvement initiatives
- Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
- Produce and present 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 customer handling and data practices align with GDPR expectations
- Maintain a safe work environment aligned with the Working Conditions Act (Arbowet) and related employer obligations
Requirements
- Education/qualifications: Relevant MBO/HBO diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong 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 is beneficial)
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
- Quality assurance, training design, escalation/complaints management, and CX improvement
- Strong stakeholder management across Operations, IT, Sales, Compliance, 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