Call Centre & Contact Centre Professionals
Full-time
Over de functie
Hire Resolve.com is seeking experienced professionals to lead and optimise contact centre operations in Amsterdam. This role focuses on driving performance across voice, email, chat, and digital channels while improving customer experience outcomes.
Wat ga je doen
- Lead and optimise contact centre operations across voice, email, chat, and digital channels
- Manage team leaders and drive performance through coaching and KPIs
- Improve customer experience outcomes while balancing efficiency and service levels
- Partner with workforce management for forecasting, scheduling, and capacity planning
- Implement QA frameworks, calibration routines, and continuous improvement initiatives
- Produce and present performance reporting with actionable improvement plans
Wat je meebrengt
- Relevant MBO/HBO diploma or bachelor's degree preferred, or equivalent experience
- 6–12+ years in call centre/contact centre environments
- 3–6+ years in leadership or specialist ownership roles
- People leadership, coaching, and performance management skills
- KPI-led operations management and continuous improvement experience
- WFM fundamentals and QA/training design knowledge
Wat je krijgt
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Over Hire Resolve.com
Hire Resolve.com is a recruitment firm connecting professionals with opportunities in various sectors.
Samenvatting door Personeel.com. De volledige vacaturetekst en het sollicitatieformulier staan op de website van Hire Resolve.com (apply.workable.com); met Solliciteer ga je er direct heen.