Talent.com
Hire Resolve.com
Call Centre & Contact Centre ProfessionalsHire Resolve.com • Newcastle, Northern Ireland, GB
Call Centre & Contact Centre Professionals

Call Centre & Contact Centre Professionals

Hire Resolve.com • Newcastle, Northern Ireland, GB
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, sales performance, and service delivery. This is a multi-role opportunity covering leadership and specialist functions such as contact centre operations, team management, quality, training, workforce management, customer experience, and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities

  • Lead and improve day-to-day contact centre operations across voice, email, chat, and digital channels
  • Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
  • Improve customer experience outcomes (e.g., CSAT, NPS, first contact resolution) while balancing efficiency and service levels
  • Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
  • Implement quality assurance frameworks, calibration routines, and continuous improvement plans
  • Oversee training, onboarding, and knowledge management to maintain high service standards
  • Deliver performance reporting and insight (AHT, ASA, abandonment, conversion, complaints, attrition) with clear action plans
  • Support contact centre technology adoption (CRM, telephony/CCaaS, diallers, QA tools, analytics and BI reporting)
  • Ensure compliance with applicable requirements (e.g., GDPR, regulated customer interactions where relevant)
  • Maintain a safe and compliant workplace aligned with UK health and safety expectations and HSE guidance

Requirements

  • Education/qualifications: GCSEs (or equivalent) including English and Maths typically expected; A-levels, professional certifications, or a degree (Business, Management, Communications, Analytics, etc.) are advantageous depending on role scope
  • Experience: Typically 5–12+ years in call centre/contact centre environments, including 2–6+ years in leadership (Team Leader, Contact Centre Manager, Operations Manager, Senior Manager)
  • Core capabilities:
    • People leadership, coaching, performance management, and change delivery
    • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
    • Workforce management fundamentals (forecasting, scheduling, real-time management)
    • Quality, training, complaints handling, and customer experience improvement
    • Strong stakeholder management across Operations, Sales, Compliance, IT, and HR
  • Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets, BI tools)
  • Language: Professional English required; additional languages are a plus depending on customer base
  • Work patterns: May include on-site, hybrid, or remote working (employer dependent). Some roles require flexibility for peak periods and operational coverage

Benefits

  • Private Healthcare Plan
  • Pension Plans
  • Life Assurance
  • Leave Package
  • Training & Development
Create a job alert for this search

Call Centre & Contact Centre Professionals • Newcastle, Northern Ireland, GB

Similar jobs

Customer Service Advisor

TeleperformanceBelfast, NIR, GB
Full-time +2

Looking for a permanent, rewarding role in Belfast City Centre that fits around your life and saves you money? We're hiring Financial Services Contact Centre Agents to join our supportive, fast... Show more

 • Promoted

Centre Manager

Foundation RecruitmentBelfast, Northern Ireland, GB
Temporary

This is an exciting opportunity for an experienced Operations or Centre Manager to work in a high-tech, modern retail and leisure park.The role is a 6-month minimum fixed term contract within a lea... Show more

 • Promoted

Centre Operations Leader: People, Service & Growth

Air-tastic LimitedLisburn, Northern Ireland, GB
Full-time

A leading leisure and family entertainment venue in Lisburn is seeking an experienced Assistant General Manager.The ideal candidate will have over 3 years of senior management experience in a fast-... Show more

 • Promoted

ASPIRE Global Service Centre – Support Analyst

Version 1Belfast, Northern Ireland, GB
Full-time

Department: Services Reliability Group.Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive custo... Show more

 • Promoted

Customer Service Advisor - Natwest/Ulsterbank Belfast

TieTalentBelfast, Northern Ireland, GB
Full-time +1

Customer Service Advisor - Natwest/Ulsterbank Belfast at TieTalent.Belfast City Centre, Northern Ireland, United Kingdom.Looking for a permanent, rewarding role in Belfast City Centre that fits aro... Show more

 • Promoted

Parts Centre Specialist: Stock, Orders & Admin

Charles Hurst GroupBelfast, Northern Ireland, GB
Full-time

Charles Hurst Group is looking for a Parts Administrator at the Belfast Parts Centre.The role involves processing parts orders, managing stock levels, and supporting the department's administration... Show more

 • Promoted

Energy Solicitor, Belfast City Centre

Abacus Professional Recruitment LtdBelfast City District, Northern Ireland, GB
Full-time

Energy Solicitor, Belfast City Centre.We’re partnering with a standout Belfast law firm that has built a reputation for combining top‑tier work with a genuinely positive working culture.They contin... Show more

 • Promoted

Customer Service Advisor- Natwest

TieTalentBelfast, Northern Ireland, GB
Full-time +1

TieTalent Belfast, Northern Ireland, United Kingdom.Join to apply for the Customer Service Advisor- Natwest role at TieTalent.Looking for a permanent, rewarding role in Belfast City Centre that fit... Show more

 • Promoted

Customer Service Administrator

Universal Business TeamLisburn, Northern Ireland, GB
Full-time

Are you a proactive and customer-focused professional looking for your next challenge? An exciting opportunity has arisen for a Customer Service Administrator to join a thriving organisation in Lis... Show more

 • Promoted

Expression of Interest - Data Centre Engineering Specialists - Northern UK & NI

ARUPBelfast, Northern Ireland, GB
Full-time

Expression of Interest – Data Centre Engineering Specialists.Locations - Northern UK & Northern Ireland.Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, ... Show more

 • Promoted

Customer Service

BrenntagBelfast, Northern Ireland, GB
Temporary

Brenntag – Belfast, Northern Ireland, United Kingdom.Support all selling roles across all industries.Process orders – entry, invoicing, and follow‑up.Support Account Managers (internal and external... Show more

 • Promoted

Outbound Telemarketer: Drive Sales & Customer Connections

myenergi IrelandNewtownabbey, Northern Ireland, GB
Full-time

Sign in to set job alerts for “Cruise Director” roles.Cruise Director Jobs in United States.New York City Metropolitan Area 3 weeks ago.Director of Operations (Philadelphia Based - Relocation Avail... Show more

 • Promoted

Contracts & Customer Service Specialist

Brook StreetBelfast City, Northern Ireland, GB
Full-time

Brook Street Recruitment on behalf of our Belfast client is seeking a Customer Service Contracts Administrator to join their growing team.You will support the management and administration of custo... Show more

 • Promoted

Customer-Centric Retail Advisor (30hrs) – Belfast

Virgin Media O2Belfast, Northern Ireland, GB
Full-time

A leading telecommunications provider is seeking a Retail Advisor for 30 hours per week at their Belfast location.In this role, you will provide exceptional customer service, helping customers find... Show more

 • Promoted

Complaints Standards Engagement Specialist

Northern Ireland Public Service OmbudsmanBelfast, Northern Ireland, GB
Full-time

Complaints Standards Engagement and Support Officer.To provide a key role in supporting the Complaints Standards Manager to ensure the effective implementation of NIPSO’s complaints standards funct... Show more

 • Promoted

Accounts Technician | City Centre Firm | Early Finish

Inclusion IQ LTDBelfast, Northern Ireland, GB
Full-time

Inclusion IQ LTD is seeking an experienced Accounts Technician or skilled Bookkeeper to join their supportive team in Belfast.This full-time position involves managing a diverse portfolio of small-... Show more

 • Promoted

Call Centre Representative Agent Work At Home - Part Time Paid Panelists

ApexFocusGroupBelfast, County Antrim County Down, GB
Remote
Full-time +3

Now accepting applicants for Focus Group studies.Earn up to £700 per week part-time working from home.Must register to see if you qualify.No call centre representative agent experience needed.Call ... Show more

 • Promoted

Network Operations Centre

CapitaBelfast, Northern Ireland, GB
Full-time

Capita Belfast, Northern Ireland, United Kingdom.Join or sign in to find your next job.Capita Belfast, Northern Ireland, United Kingdom.Be among the first 25 applicants.Direct message the job poste... Show more

 • Promoted

General Manager: People, Service & Growth Leader

Carebrook IrelandBelfast, Northern Ireland, GB
Full-time

Pret A Manger General Manager in Belfast leads team recruitment and onboarding, builds a robust succession plan, and champions Pret’s values to drive customer joy.You will ensure in-shop training, ... Show more

 • Promoted

Customer Service Contracts Administrator

Brook StreetBelfast City, Northern Ireland, GB
Full-time

Brook Street Recruitment is delighted to be recruiting on behalf of our Belfast client for a Customer Service Contracts Administrator to join their growing team.You will support the management and ... Show more