Contact Centre & Call Centre Professionals

About the role

Hire Resolve is partnering with contact centre organisations to recruit experienced professionals for mid‑senior positions across operations, service delivery, sales performance and leadership.

Key responsibilities

• Lead and optimise day‑to‑day contact centre operations across voice, email, chat and digital channels.
• Manage team leaders/supervisors, driving performance through coaching, KPIs and structured scorecards.
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and cost‑to‑serve.
• Partner with workforce management to handle forecasting, scheduling, real‑time adherence and capacity planning.
• Implement quality‑assurance frameworks, calibration routines 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 adoption of contact‑centre technology (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI).

Required profile

• Certificate IV, diploma or bachelor’s degree preferred (Business, Management, Communications, Analytics or related) or equivalent experience.
• 6–12+ years in call‑centre environments, including 3–6+ years in leadership or specialist roles.
• Proven people‑leadership, coaching, performance‑management and change‑delivery capabilities.
• Strong stakeholder management across Operations, IT, Compliance, Sales and HR.

Required skills

• CRM/case‑management platforms such as Salesforce, Zendesk or ServiceNow.
• CCaaS/telephony platforms, diallers and workforce‑management tools.
• Quality‑assurance platforms and reporting tools (Excel, Google Sheets, BI tools).

What we offer

• Extra superannuation – pension plan.
• Unpaid extended leave.
• Training & development opportunities.