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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.
- Other info: Flexible work patterns available, including remote options.
- 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.
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 Leeds employer: Hire Resolve
Contact Detail:
Hire Resolve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre in Leeds
✨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. This will show potential employers that you’re ready to hit the ground running!
✨Tip Number 3
Don’t forget to showcase your achievements! When chatting with recruiters or during interviews, highlight specific metrics you've improved, like CSAT scores or team performance. Numbers speak volumes!
✨Tip Number 4
Apply through our website for the best chance at landing that dream job! We’ve got loads of exciting roles waiting for talented individuals like you, so don’t miss out on the opportunity to join our awesome team.
We think you need these skills to ace Call Centre in Leeds
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 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 us achieve our goals at StudySmarter.
Showcase Your Leadership Skills: Since this role involves team management, be sure to highlight your leadership experience. Share examples of how you've successfully coached teams and driven performance in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
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 understanding of the industry and your ability to drive results.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and driving performance. Think about specific situations where you coached team leaders or implemented training programmes that led to measurable improvements.
✨Familiarise Yourself with Technology
Get comfortable with the tools commonly used in call centres, such as CRM systems and workforce management software. If you have experience with platforms like Salesforce or Zendesk, be ready to discuss how you've used them to enhance customer experience.
✨Understand Compliance and Quality Assurance
Be prepared to talk about your knowledge of compliance requirements, such as GDPR, and how you've implemented quality assurance frameworks in previous roles. This shows that you prioritise a safe and compliant workplace while maintaining high service standards.