# Call Center & Contact Center Professionals

> Hire Resolve.com · Singapore, Singapore (Hybrid) · Full-time · Posted 2025-12-30

**Salary:** SGD 72,000–150,000

**Workplace:** hybrid

**Department:** Information Technology

## Description

**Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for a range of mid–senior opportunities across customer operations, sales/service performance, and service delivery. This is a **multi-role opportunity** covering leadership and specialist functions such as contact centre operations management, team leadership, quality, 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 (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 consistent service standards
-   Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with practical action plans
-   Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
-   Ensure operational compliance with data privacy and customer-handling requirements (e.g., PDPA; regulated environments where applicable)
-   Maintain workplace safety standards aligned with Singapore’s Workplace Safety and Health expectations

## Requirements

-   **Education/qualifications:** Diploma or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or related); strong equivalent experience 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 handling, and CX 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; Mandarin or other regional languages may be advantageous depending on customer base and role scope

## Benefits

-   Private Health Insurance
-   Pension Plan
-   Paid Time Off
-   Training & Development

## Apply

[Apply at Hire Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/3AEC768389/apply)

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