# Call Centre & Contact Centre Professionals

**Company:** [Hire Resolve.com](http://jobs.workable.com/companies/e4WJLfrQ6swT9ChxU7G5iT.md)
**Location:** Almere, Netherlands
**Workplace:** on site
**Employment type:** Full-time
**Department:** Information Technology

[Apply for this job](http://jobs.workable.com/view/09f3817c-5c69-470c-add3-f02902b3bc01)

## 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, 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, root-cause analysis, and continuous improvement initiatives
-   Oversee onboarding, training, and knowledge management to maintain service readiness and consistent quality standards
-   Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
-   Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
-   Ensure customer handling and data practices align with **GDPR** expectations
-   Maintain a safe work environment aligned with the **Working Conditions Act (Arbowet)** and related employer obligations

## Requirements

-   **Education/qualifications:** Relevant **MBO/HBO diploma** or bachelor’s degree preferred (Business, Communications, Operations, Analytics, or similar). Strong equivalent experience is considered
-   **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
-   **Core capabilities:**

-   People leadership, coaching, performance management, and change delivery
-   KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is 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, Sales, Compliance, and HR

-   **Systems/tools (varies by role):** CRM/case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

## Benefits

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