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For Companies At a Glance
- Tasks: Lead and enhance contact centre operations across various channels while driving team performance.
- Company: Join a dynamic organisation focused on customer operations and service delivery.
- Benefits: Enjoy private healthcare, pension plans, life assurance, and training opportunities.
- Why this job: Step into a role with real impact and progression towards senior leadership positions.
- Qualifications: GCSEs in English and Maths; experience in call centres and leadership roles preferred.
- Other info: Flexible work patterns available, including remote options and excellent career growth potential.
The predicted salary is between 36000 - 60000 £ per year.
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, sales performance, and service delivery. This is a multi-role opportunity covering leadership and specialist functions such as contact centre operations, team management, quality, training, workforce management, customer experience, and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities
- Lead and improve 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 quality assurance frameworks, calibration routines, and continuous improvement plans.
- Oversee training, onboarding, and knowledge management to maintain high service standards.
- Deliver performance reporting and insight (AHT, ASA, abandonment, conversion, complaints, attrition) with clear action plans.
- Support contact centre technology adoption (CRM, telephony/CCaaS, diallers, QA tools, analytics and BI reporting).
- Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions where relevant).
- Maintain a safe and compliant workplace aligned with UK health and safety expectations and HSE guidance.
Requirements
- Education/qualifications: GCSEs (or equivalent) including English and Maths typically expected; A-levels, professional certifications, or a degree (Business, Management, Communications, Analytics, etc.) are advantageous depending on role scope.
- Experience: Typically 5–12+ years in call centre/contact centre environments, including 2–6+ years in leadership (Team Leader, Contact Centre Manager, Operations 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).
- Workforce management fundamentals (forecasting, scheduling, real-time management).
- Quality, training, complaints handling, and customer experience improvement.
- Strong stakeholder management across Operations, Sales, Compliance, IT, and HR.
Benefits
- Private Healthcare Plan
- Pension Plans
- Life Assurance
- Leave Package
- Training & Development
Call Centre & Contact Centre Professionals in Glasgow employer: Hire Resolve.com
Contact Detail:
Hire Resolve.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre & Contact Centre Professionals in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the call centre industry and let them know you're on the hunt for new opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by practising common questions specific to call centre roles. Think about how you can showcase your leadership skills and experience in improving customer satisfaction—those are key in this field!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Use our website to find roles that excite you, and tailor your approach to each one to stand out from the crowd.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company—something every employer loves to see.
We think you need these skills to ace Call Centre & Contact Centre Professionals in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the specific role you're applying for. Highlight your experience in call centre operations and any leadership roles you've held. We want to see how your skills match up with what we're looking for!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you improved customer experience or team performance. Numbers speak volumes, and we love seeing the impact you've made.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit. Keep it engaging and personal – we want to get to know you!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Hire Resolve.com
✨Know Your Numbers
Brush up on key performance indicators (KPIs) relevant to call centre operations, like CSAT and NPS. Be ready to discuss how you've used these metrics to drive performance in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams and improved their performance. Highlight specific coaching techniques or training programmes you've implemented that led to measurable results.
✨Familiarise Yourself with Technology
Get comfortable with the CRM and telephony tools mentioned in the job description, such as Salesforce or Zendesk. Being able to discuss your experience with these systems will show you're ready to hit the ground running.
✨Understand Compliance and Quality Assurance
Be prepared to talk about your knowledge of compliance requirements, like GDPR, and how you've implemented quality assurance frameworks in past roles. This shows you take customer interactions seriously and understand the importance of maintaining high service standards.
