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- 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 delivery.
- Benefits: Enjoy private healthcare, pension plans, life assurance, and training opportunities.
- Why this job: Make a real impact in customer experience and progress to senior leadership roles.
- 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 (varies by role): 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 Sheffield employer: Hire Resolve
Contact Detail:
Hire Resolve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre in Sheffield
✨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 leadership skills! Whether it’s through examples from past roles or discussing your approach to team management, make sure you highlight how you can drive performance and improve customer experience.
✨Tip Number 4
Apply directly through our website! We’ve got loads of exciting call centre roles waiting for you. Plus, applying directly gives you a better chance of standing out to hiring managers.
We think you need these skills to ace Call Centre in Sheffield
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 the perfect fit for the role. Mention specific skills and experiences that align with the job description, and show your enthusiasm for working with us at StudySmarter.
Showcase Your Achievements: When detailing your work history, focus on quantifiable achievements. Whether it's improving CSAT scores or reducing AHT, numbers speak volumes. We love to see how you've made a difference in your previous roles!
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, you’ll find all the info you need about the role and our company culture there!
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, such as CRM systems and workforce management tools.
✨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. Highlight your coaching techniques and how you've used KPIs to improve team performance.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like improving customer experience or managing a crisis in the contact centre. Think through your responses ahead of time, using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the company's approach to continuous improvement or how they measure success in their contact centre operations. This shows your genuine interest in the role and helps you assess if it's the right fit for you.