At a Glance
- Tasks: Lead and enhance call centre operations across various channels while driving team performance.
- Company: Join a dynamic organisation focused on customer operations and service excellence.
- Benefits: Enjoy private healthcare, pension plans, life assurance, and training opportunities.
- Other info: Flexible work patterns available, including remote options.
- Why this job: Step into a role with real impact and progression towards senior leadership positions.
- Qualifications: 5-12+ years in call centre roles, with leadership experience preferred.
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 in Birmingham employer: Hire Resolve
At Hire Resolve, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and development for our call centre professionals. With a strong focus on employee well-being, we provide comprehensive benefits including private healthcare, pension plans, and life assurance, alongside ample training and development opportunities to help you progress towards senior leadership roles. Join us in a collaborative environment where your contributions are valued, and you can make a meaningful impact on customer experience outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre in Birmingham
✨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 brushing up on your knowledge of customer experience metrics and performance optimisation strategies. Show them you’re not just about hitting KPIs, but also about improving team dynamics and customer satisfaction.
✨Tip Number 3
Don’t forget to showcase your leadership skills! Whether it’s through examples of coaching team members or managing projects, make sure you highlight how you’ve driven performance and improved operations in your previous roles.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Call Centre in Birmingham
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 demonstrate your ability to improve customer experience and team performance.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about the role and how your skills align with our needs. Be sure to mention any specific experiences that relate to managing teams and driving performance in a contact centre environment.
Showcase Your Skills:In your application, make sure to highlight your core capabilities like people leadership, coaching, and KPI management. We want to see how you can contribute to our goals of continuous improvement and exceptional customer service.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're serious about joining our team!
How to prepare for a job interview at Hire Resolve
✨Know Your Numbers
Brush up on key performance indicators (KPIs) relevant to call centre operations, like CSAT and NPS. Being able to discuss how you've improved these metrics in past roles will show your potential employer that you understand what drives success in a contact centre.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams and driven performance improvements. Use the STAR method (Situation, Task, Action, Result) to structure your responses, highlighting your coaching techniques and how you've managed team dynamics.
✨Familiarise Yourself with Technology
Get comfortable with common CRM and telephony platforms mentioned in the job description, like Salesforce or Zendesk. If you can speak knowledgeably about how you've used these tools to enhance customer experience or streamline operations, you'll stand out as a candidate.
✨Understand Compliance and Quality Assurance
Be ready to discuss your experience with compliance standards and quality assurance frameworks. Knowing how to maintain high service standards while adhering to regulations like GDPR will demonstrate your commitment to operational excellence.
