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)
- 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