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. This is a
multi-role opportunity
spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with
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 channels
Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
Improve customer experience outcomes (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 QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
Support contact centre technology adoption (CRM, telephony/CCaaS platforms, diallers, QA tools, analytics/BI reporting)
Ensure customer handling and data practices align with
POPIA
expectations, including consent and secure processing where applicable
Maintain safe working conditions aligned with the
Occupational Health and Safety Act (OHS Act)
and reasonable employer duties