Call Center & Contact Center Professionals at Hire Resolve.com

, Nebraska, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Mar, 26

Salary

0.0

Posted On

30 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Coaching, Performance Management, Change Leadership, KPI-Driven Operations Management, Continuous Improvement, Workforce Management, Quality Improvement, Training, Customer Experience Improvement, Business Communication, Stakeholder Management, CRM Platforms, Contact Center Platforms, Reporting, Analytics

Industry

Staffing and Recruiting

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) 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 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

Responsibilities

The role involves leading and optimizing day-to-day contact center operations across various channels while managing team leaders and driving performance. Additionally, it includes improving customer experience metrics and overseeing training and onboarding programs.