Call Centre & Contact Centre Professionals
Full-time
About the job
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.
What you will do
- 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
What you bring
- 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
What you get
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
About Hire Resolve.com
Hire Resolve.com is a recruitment firm connecting professionals with opportunities in various sectors.
Summary by Personeel.com. The full job description and the application form are on Hire Resolve.com's website (apply.workable.com); Apply takes you straight there.