Contact Centre & Call Centre Professionals
Posted 5 Jan 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 6–12 yrs
- Management level
- People management
- Contract
- Full-time
No salary listed for this role.
Field of studyAnalytics, Business, Communications, Management (or related)
Study levelCertificate or higher
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 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 (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
- Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
- Oversee onboarding, training, and knowledge management to maintain consistent service standards
- Produce and present 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)
- Ensure customer handling and data practices align with internal governance and applicable privacy requirements
- Maintain a safe working environment aligned with WHS expectations, policies, and site procedures
Requirements
-
Education/qualifications: Certificate IV, diploma, or bachelor’s degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for strong profiles
-
Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
-
Core capabilities:
-
People leadership, coaching, performance management, and change delivery