Call Center & Contact Center Professionals

Job Description

Job Description

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities

• Lead and optimise 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 (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 QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
• Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
• Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS / telephony platforms, diallers, QA tools, analytics / BI reporting)
• Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
• Promote a safe workplace aligned with applicable health and safety expectations (province / territory dependent)

Requirements

Benefits