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- Tasks: Lead and enhance daily call centre operations across various channels.
- Company: Join a dynamic team at a leading call centre organisation.
- Benefits: Enjoy private healthcare, pension plans, life assurance, and training opportunities.
- Why this job: Make a real impact on customer experience while advancing your career.
- Qualifications: 5-12 years in call centre roles, with leadership experience preferred.
- Other info: Flexible work patterns available, including remote options.
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 employer: Hire Resolve
Contact Detail:
Hire Resolve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre
✨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 lookout 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 call centre scenarios. Think about how you’d handle difficult customers or improve team performance. Show us you can think on your feet and bring real solutions to the table!
✨Tip Number 3
Don’t just apply anywhere—focus on companies that align with your values and career goals. Check out our website for roles that excite you, and tailor your approach to each one. We want to see your passion shine through!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in making you memorable. Remind them why you’re the best fit for the role and express your enthusiasm for joining their team.
We think you need these skills to ace Call Centre
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 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 satisfaction or team performance. Numbers speak volumes, and we love seeing results!
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 experience aligns with our needs. 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 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
✨Know Your Stuff
Make sure you understand the key responsibilities of the role. Brush up on your knowledge of call centre operations, customer experience metrics like CSAT and NPS, and the tools mentioned in the job description. This will show that you're not just interested in the job, but that you’re prepared to hit the ground running.
✨Showcase Your Leadership Skills
Since this role involves managing teams and driving performance, be ready to share specific examples of how you've successfully led teams in the past. Talk about your coaching methods, how you’ve improved KPIs, and any experience you have with quality assurance frameworks or training programmes.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, such as improving customer experience or managing a team during peak times. Think through some scenarios in advance and prepare your responses, focusing on your problem-solving skills and ability to adapt.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company culture, the challenges the team is currently facing, or how success is measured in the role. This shows your genuine interest and helps you determine if the company is the right fit for you.
