Hire Resolve is assisting leading call center organizations in hiring experienced professionals for multiple mid-to-senior opportunities. These roles span customer service, sales, and operations, targeting talent with clear progression pathways toward senior leadership positions.
What You'll Do
- Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels.
- Manage team leaders and supervisors, driving performance through coaching, KPIs, and structured scorecards.
- Improve customer experience metrics (CSAT, NPS, FCR) while balancing cost-to-serve and service levels.
- Own workforce performance in partnership with WFM, including forecasting, scheduling, adherence, and occupancy.
- Implement quality assurance frameworks, calibration routines, and continuous improvement plans.
- Oversee training, onboarding programs, and maintain knowledge management standards.
- Partner with cross-functional stakeholders (Sales, Product, IT, Compliance, HR) to execute operational initiatives.
- Monitor and report operational metrics (AHT, ASA, abandonment, conversion, attrition) and present action plans.
- Support contact center technology adoption, including CRM, ticketing, CCaaS, dialers, and analytics tools.
- Ensure workplace safety and compliance alignment with applicable standards.
What We're Looking For
- High school diploma or GED.
- 5–12+ years of experience in call center or contact center environments.
- 2–6+ years in leadership roles (e.g., Supervisor, Team Lead, Manager, Senior Manager).
- Proven skills in people leadership, coaching, performance management, and change leadership.
- Experience with KPI-driven operations management and continuous improvement.
- Fundamentals of workforce management (forecasting, scheduling, real-time adherence).
- Skills in quality assurance, training, and customer experience improvement.
- Strong business communication and stakeholder management abilities.
- Professional English proficiency.
Nice to Have
- Associate or bachelor’s degree in Business, Communications, Operations, or a related field (or equivalent experience).
- Lean or Six Sigma exposure.
- Proficiency in additional languages relevant to the customer base and region.
Technical Stack
- CRM and ticketing platforms such as Salesforce, Zendesk, and ServiceNow.
- Contact center platforms (CCaaS) and dialers.
- Workforce management (WFM) tools.
- Quality assurance (QA) platforms.
- Reporting and analytics tools, including Excel, Google Sheets, and BI software.
Team & Environment
These are leadership roles managing team leaders and supervisors, responsible for driving operational performance across the contact center.
Benefits & Compensation
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
Work Mode
This position follows a hybrid work model.
Hire Resolve is an equal opportunity employer.
