At a Glance
- 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 Manchester 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 call centre professionals. With a strong focus on employee well-being, we provide comprehensive benefits including private healthcare, pension plans, and a robust training and development programme, ensuring our team members are well-equipped to excel in their roles and progress towards senior leadership positions. Our commitment to a supportive environment, combined with the opportunity to lead innovative customer operations, makes us an attractive choice for those seeking meaningful and rewarding employment in the heart of the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre in Manchester
✨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 roles that fit your skills, so don’t miss out on the opportunity to join a fantastic team.
We think you need these skills to ace Call Centre in Manchester
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!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your background makes you a great fit for our team. Keep it engaging and relevant to the job description.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you've improved customer experience or driven performance in previous roles. Numbers speak volumes, and we love to see results!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s quick and easy, and you'll be one step closer to joining our fantastic team at StudySmarter!
How to prepare for a job interview at Hire Resolve
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to the call centre role. Brush up on metrics like CSAT, NPS, and AHT. Being able to discuss how you've improved these in past roles will show your understanding of what drives success in a contact centre.
✨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 quality assurance frameworks. This will demonstrate your capability to lead and improve operations effectively.
✨Understand the Technology
Familiarise yourself with the tools and systems commonly used in call centres, such as CRM platforms and workforce management tools. If you have experience with specific software like Salesforce or Zendesk, be ready to discuss how you’ve used them to enhance customer experience and operational efficiency.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making abilities. Think through potential challenges you might encounter in the role and how you would address them, especially regarding customer complaints or team performance issues.
