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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.
- Systems/tools: CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets, BI tools).
- Language: Professional English required; additional languages are a plus depending on customer base.
- Work patterns: May include on-site, hybrid, or remote working (employer dependent). Some roles require flexibility for peak periods and operational coverage.
Benefits
- Private Healthcare Plan
- Pension Plans
- Life Assurance
- Leave Package
- Training & Development
Call Centre & Contact Centre Professionals in London 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 London
✨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 your experiences with team management, customer experience improvement, and performance optimisation, and be ready to share examples that showcase your skills.
✨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 match your expertise in customer operations and leadership.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show your genuine interest in the role and the company.
We think you need these skills to ace Call Centre & Contact Centre Professionals in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the specific role you're applying for. Highlight your relevant experience in call centre operations and leadership, and don’t forget to showcase any achievements that align with the key responsibilities mentioned in the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. Mention your passion for improving customer experience and how your skills can help drive performance in our contact centre.
Showcase Your Skills: When filling out your application, be sure to highlight your core capabilities like people leadership, KPI management, and quality assurance. We want to see how you can contribute to our team and improve our operations!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team!
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 improved these metrics in your previous roles, as this shows you understand the importance of performance optimisation.
✨Showcase Leadership Skills
Prepare examples that highlight your experience in managing teams and driving performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses, demonstrating how you've successfully coached team leaders or implemented quality assurance frameworks.
✨Familiarise with Technology
Get comfortable with the systems and tools mentioned in the job description, such as CRM platforms and workforce management tools. If you have experience with specific software like Salesforce or Zendesk, be sure to mention it during the interview.
✨Understand Compliance and Safety
Research UK health and safety regulations and GDPR compliance as they relate to contact centres. Being knowledgeable about these areas will show that you take workplace safety and legal requirements seriously, which is crucial for any leadership role.
