Call Centre & Contact Centre Professionals
Full-time
About the job
Hire Resolve.com is seeking experienced professionals to lead and optimize daily contact centre operations in Tilburg. This role focuses on driving performance across voice, email, chat, and digital channels while improving customer experience outcomes.
What you will do
- Lead and optimize 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
- Oversee onboarding, training, and knowledge management
What you bring
- Relevant MBO/HBO diploma or bachelor’s degree preferred, or equivalent experience
- 6–12+ years in call centre or contact centre environments
- 3–6+ years in leadership or specialist roles like Team Lead or Operations Manager
- People leadership, coaching, and performance management skills
- KPI-led operations management and continuous improvement experience
- Workforce management fundamentals and quality assurance knowledge
Nice to have
- Lean or Six Sigma exposure
What you get
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
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.