Call Centre & Contact Centre Professionals

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 covering operational leadership and specialist functions such as contact centre operations, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with clear 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 (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 QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
• Oversee onboarding, training, and knowledge management to maintain readiness and high service 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 data handling and customer communications align with GDPR and relevant German requirements (e.g., BDSG)
• Maintain a safe working environment aligned with occupational safety and health obligations (Arbeitsschutz / risk assessment expectations under the Occupational Safety and Health Act)

Requirements

• Education/qualifications: Relevant vocational qualification or diploma; bachelor's degree (Business, Management, Communications, Analytics, or related) is advantageous. Equivalent experience is considered
• Experience: Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training 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)
• WFM fundamentals (forecasting, scheduling, real-time management, adherence)
• Quality assurance, training design, escalations/complaints management, and CX improvement
• Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development