# Call Centre & Contact Centre Professionals

> Hire Resolve.com · Berlin, Germany · Full-time · Posted 2026-01-05

**Salary:** EUR 55,000–95,000

**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, 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**)[](https://europa.eu/youreurope/business/dealing-with-customers/data-protection/data-protection-gdpr/index_en.htm?utm_source=chatgpt.com)
-   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

## Apply

[Apply at Hire Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/F341CA86B0/apply)

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