# Call Center & Contact Center Professionals

> Hire Resolve.com · United States (Remote) · Full-time · Posted 2025-12-30

**Salary:** USD 75,000–155,000

**Workplace:** remote

**Department:** Information Technology

## Description

**Hire Resolve is assisting call center and contact center organizations in hiring experienced call center professionals** for multiple mid–senior opportunities across customer service, sales, and operations. This is a **multi-role hiring campaign** designed to attract talent across several specializations (people leadership, performance, quality, training, workforce management, and customer experience), with **clear progression pathways toward senior leadership** (Senior Manager, Head of Contact Center, and Director-level roles).

### Key Responsibilities

-   Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels
-   Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
-   Improve customer experience (CSAT, NPS, FCR) while balancing cost-to-serve and service levels
-   Own workforce performance in partnership with WFM (forecasting, scheduling, adherence, occupancy)
-   Implement quality assurance frameworks, calibration routines, and continuous improvement plans
-   Oversee training and onboarding programs; maintain knowledge management and readiness standards
-   Partner with cross-functional stakeholders (Sales, Product, IT, Compliance, HR) to execute operational initiatives
-   Monitor and report operational metrics (AHT, ASA, abandonment, conversion, attrition) and present action plans
-   Support contact center technology adoption (CRM, ticketing, CCaaS, dialers, analytics, QA tools)
-   Ensure workplace safety and compliance alignment with applicable standards (including OSHA expectations)

## Requirements

-   **Education/credentials:** High school diploma or GED required; **associate or bachelor’s degree** in Business, Communications, Operations, or a related field preferred (or equivalent experience)

-   **Experience:** Typically **5–12+ years** in call center/contact center environments, including **2–6+ years** in leadership (Supervisor, Team Lead, Manager, Senior Manager)
-   **Core skills:**

-   People leadership, coaching, performance management, and change leadership
-   KPI-driven operations management and continuous improvement (Lean/Six Sigma exposure is a plus)
-   Workforce management fundamentals (forecasting, scheduling, real-time adherence)
-   Quality, training, and customer experience improvement
-   Strong business communication and stakeholder management

-   **Systems/tools (varies by role):** CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow), contact center platforms (CCaaS), dialers, WFM tools, QA platforms, and reporting/analytics (Excel/Google Sheets, BI tools)
-   **Language:** Professional English required; additional languages are a plus depending on customer base and region
-   **Work arrangements:** On-site, hybrid, and remote options may be available depending on client needs; shift flexibility may be required in some environments

## Benefits

-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Life Insurance (Basic, Voluntary & AD&D)
-   Paid Time Off (Vacation, Sick & Public Holidays)
-   Family Leave (Maternity, Paternity)
-   Short Term & Long Term Disability
-   Training & Development

## Apply

[Apply at Hire Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/A6F738388B/apply)

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