Call Center & Contact Center Professionals

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.

Requirements

• 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)

Benefits

• Health Care Plan
• Retirement Plan
• Life Insurance
• Paid Time Off
• Family Leave
• Short Term & Long Term Disability
• Training & Development