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Call Centre & Contact Centre Professionals

L7

hire resolve usaDenver, COyesterday

Occupations

Customer Service RepresentativesGeneral and Operations ManagersCommand and Control Center Officers

Industries

Telemarketing Bureaus and Other Contact CentersEmployment Placement AgenciesTelephone Answering Services
Hire Resolve Call Centre Professional OpportunityHire 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 covering operational leadership and specialist functions such as contact centre operations, 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 channelsManage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecardsImprove customer experience outcomes (e.g., CSAT, NPS, first contact resolution) while balancing efficiency and service levelsPartner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planningImplement QA frameworks, calibration routines, and root-cause analysis to improve consistency and complianceOversee onboarding, training, and knowledge management to maintain readiness and high service standardsDeliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plansSupport contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting) Ensure data handling and customer communications align with GDPR and relevant German requirements (BDSG) Maintain a safe working environment aligned with occupational safety and health obligations (Arbeitsschutz / risk assessment expectations under the Occupational Safety and Health Act)
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Apply now (opens in a new tab)

Level

ManagerL7

Location

Denver, CO

Occupation

Customer Service Representatives

Industry

Telemarketing Bureaus and Other Contact Centers

Posted

yesterday

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