Job Description: Description

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
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)
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 leadership
KPI-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 improvement
Strong business communication and stakeholder management
Systems/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 region
Work arrangements: On-site, hybrid, and remote options may be available depending on client needs; shift flexibility may be required in some environments
Benefits
Health 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 Disability
Training & Development
About the Company
Hire Resolve
APPROVED EMPLOYER
Hire Resolve
Overview
Hire Resolve is a specialist recruitment and staffing agency dedicated to connecting skilled professionals with reputable employers across the United States and beyond. With over a decade of experience, the company provides personalized