# Call Centre & Contact Centre Professionals

> Hire Resolve.com · London, United Kingdom · Full-time · Posted 2026-01-05

**Salary:** GBP 40,000–70,000

**Workplace:** on_site

**Department:** Information Technology

## Description

**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

## Apply

[Apply at Hire Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/9447643783/apply)

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