Call Centre & Contact Centre Professionals
Full-timeRemote
About the job
Hire Resolve.com is seeking experienced professionals to lead daily contact centre operations across voice, email, chat, and digital channels. This remote role focuses on managing team leaders, driving performance through coaching and KPIs, and improving customer experience outcomes.
What you will do
- Lead daily 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 quality assurance frameworks and continuous improvement initiatives
- Produce performance reporting with actionable improvement plans
What you bring
- Relevant MBO/HBO diploma or bachelor's degree preferred
- 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
- Workforce management fundamentals
Nice to have
- Lean/Six Sigma exposure
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 remote opportunities.
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.