Call Centre & Contact Centre Professionals

Hire 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.

Requirements

• Matric (NSC) typically required; relevant diploma or degree (Business, Communications, Operations, Analytics, or similar) is advantageous.
• 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• People leadership, coaching, performance management, and change delivery
• KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
• WFM fundamentals (forecasting, scheduling, real-time management, adherence)
• Quality assurance, training design, escalation/complaints management, and CX improvement
• Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
• Systems/tools (varies by role): CRM/case management (e.g., Salesforce, Zendesk), CCaaS/telephony, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development