Hire-resolve-the-top-recruitment-agency·9 months ago
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Call Centre & Contact Centre Professionals
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What you'll do
- Lead and improve 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 quality assurance frameworks, calibration routines, and continuous improvement plans
- Oversee training, onboarding, and knowledge management to maintain high service standards
- Deliver performance reporting and insight (AHT, ASA, abandonment, conversion, complaints, attrition) with clear action plans
- Support contact centre technology adoption (CRM, telephony/CCaaS, diallers, QA tools, analytics and BI reporting)
- Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions where relevant)
- Maintain a safe and compliant workplace aligned with UK health and safety expectations and HSE guidance
What they're looking for
- GCSEs (or equivalent) including English and Maths typically expected
- Typically 5–12+ years in call centre/contact centre environments, including 2–6+ years in leadership (Team Leader, Contact Centre Manager, Operations Manager, Senior Manager)
- People leadership, coaching, performance management, and change delivery
- KPI-led operations management and continuous improvement
- Workforce management fundamentals (forecasting, scheduling, real-time management)
- Quality, training, complaints handling, and customer experience improvement
- Strong stakeholder management across Operations, Sales, Compliance, IT, and HR
- Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets, BI tools)
- Professional English required
Nice to have
- A-levels, professional certifications, or a degree (Business, Management, Communications, Analytics, etc.) are advantageous depending on role scope
- Lean/Six Sigma exposure beneficial
- Additional languages are a plus depending on customer base
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, sales performance, and service delivery. This is a multi-role opportunity covering leadership and specialist functions such as contact centre operations, team management, quality, training, workforce management, customer experience, and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, 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 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 quality assurance frameworks, calibration routines, and continuous improvement plans
- Oversee training, onboarding, and knowledge management to maintain high service standards
- Deliver performance reporting and insight (AHT, ASA, abandonment, conversion, complaints, attrition) with clear action plans
- Support contact centre technology adoption (CRM, telephony/CCaaS, diallers, QA tools, analytics and BI reporting)
- Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions where relevant)
- Maintain a safe and compliant workplace aligned with UK health and safety expectations and HSE guidance
Requirements
- Education/qualifications: GCSEs (or equivalent) including English and Maths typically expected; A-levels, professional certifications, or a degree (Business, Management, Communications, Analytics, etc.) are advantageous depending on role scope
- Experience: Typically 5–12+ years in call centre/contact centre environments, including 2–6+ years in leadership (Team Leader, Contact Centre Manager, Operations 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)
- Workforce management fundamentals (forecasting, scheduling, real-time management)
- Quality, training, complaints handling, and customer experience improvement
- Strong stakeholder management across Operations, Sales, Compliance, IT, and HR
- Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets, BI tools)
- Language: Professional English required; additional languages are a plus depending on customer base
- Work patterns: May include on-site, hybrid, or remote working (employer dependent). Some roles require flexibility for peak periods and operational coverage
Benefits
- Private Healthcare Plan
- Pension Plans
- Life Assurance
- Leave Package
- Training & Development
Company
Hire-resolve-the-top-recruitment-agency
Newcastle, United Kingdom
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