Call Center & Contact Center Professionals
Posted 30 Dec 2025
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- People management
- Employment
- Remote
- Contract
- Full-time
No salary listed for this role.
Field of studyBusiness, Communications, Operations (or related)
Study levelAssociate degree or higher
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 Responsibilities
- Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
- Improve customer experience (CSAT, NPS, FCR) while balancing cost-to-serve and service levels
- Own workforce performance in partnership with WFM (forecasting, scheduling, adherence, occupancy)
- Implement quality assurance frameworks, calibration routines, and continuous improvement plans
- Oversee training and onboarding programs; maintain knowledge management and readiness 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 (CRM, ticketing, CCaaS, dialers, analytics, QA tools)
- Ensure workplace safety and compliance alignment with applicable standards (including OSHA expectations)
Requirements
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Education/credentials: High school diploma or GED required; associate or bachelor’s degree in Business, Communications, Operations, or a related field preferred (or equivalent experience)
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Experience: Typically 5–12+ years in call center/contact center environments, including 2–6+ years in leadership (Supervisor, Team Lead, Manager, Senior Manager)
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Core skills:
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People leadership, coaching, performance management, and change leadership
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KPI-driven operations management and continuous improvement (Lean/Six Sigma exposure is a plus)
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Workforce management fundamentals (forecasting, scheduling, real-time adherence)