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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 in Liverpool employer: Hire Resolve
Contact Detail:
Hire Resolve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre in Liverpool
✨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 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. Quality over quantity, folks!
✨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 you’re genuinely interested in the role and the company. Let’s make sure they remember you!
We think you need these skills to ace Call Centre in Liverpool
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 contribute to our team at StudySmarter.
Showcase Your Leadership Skills: Since this role involves managing teams and driving performance, make sure to highlight your leadership experience. Share examples of how you've successfully coached teams or improved KPIs in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
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 and systems mentioned in the job description, such as CRM platforms and workforce management tools. If you have experience with specific software, be ready to discuss how you used it to enhance operations.
✨Understand Compliance and Quality Assurance
Be prepared to talk about your knowledge of compliance requirements, especially GDPR, and how you've implemented quality assurance frameworks in previous roles. This shows you're not just focused on performance but also on maintaining high service standards.