Call Center & Contact Center Professionals

Hire Resolve is assisting call center and contact center organizations in hiring experienced call center professionals for multiple mid-senior opportunities across customer service, sales, and operations. This is a multi-role hiring campaign designed to attract talent across several specializations (people leadership, performance, quality, training, workforce management, and customer experience), with clear progression pathways toward senior leadership (Senior Manager, Head of Contact Center, and Director-level roles).Key ResponsibilitiesLead and optimize day-to-day contact center operations across voice, email, chat, and digital channelsManage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecardsImprove customer experience (CSAT, NPS, FCR) while balancing cost-to-serve and service levelsOwn workforce performance in partnership with WFM (forecasting, scheduling, adherence, occupancy)Implement quality assurance frameworks, calibration routines, and continuous improvement plansOversee training and onboarding programs; maintain knowledge management and readiness standardsPartner with cross-functional stakeholders (Sales, Product, IT, Compliance, HR) to execute operational initiativesMonitor and report operational metrics (AHT, ASA, abandonment, conversion, attrition) and present action plansSupport contact center technology adoption (CRM, ticketing, CCaaS, dialers, analytics, QA tools)Ensure workplace safety and compliance alignment with applicable standards (including OSHA expectations)RequirementsEducation/credentials: High school diploma or GED required; associate or bachelor's degree in Business, Communications, Operations, or a related field preferred (or equivalent experience)Experience: Typically 5-12+ years in call center/contact center environments, including 2-6+ years in leadership (Supervisor, Team Lead, Manager, Senior Manager)Core skills:People leadership, coaching, performance management, and change leadershipKPI-driven operations management and continuous improvement (Lean/Six Sigma exposure is a plus)Workforce management fundamentals (forecasting, scheduling, real-time adherence)Quality, training, and customer experience improvementStrong business communication and stakeholder managementSystems/tools (varies by role): CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow), contact center platforms (CCaaS), dialers, WFM tools, QA platforms, and reporting/analytics (Excel/Google Sheets, BI tools)Language: Professional English required; additional languages are a plus depending on customer base and regionWork arrangements: On-site, hybrid, and remote options may be available depending on client needs; shift flexibility may be required in some environmentsBenefitsHealth 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 DisabilityTraining & Development