Posted 10 months ago
Call Center & Contact Center Professionals
@ Hire Resolve.com
Toronto, ON · Montréal, QC · Vancouver, BC · Calgary, AB · Edmonton, AB +1
Overview
Hire Resolve is hiring experienced mid-to-senior contact centre professionals for operations, team leadership, quality assurance, training, workforce management and customer experience roles. The work covers leading contact centre operations across voice, email, chat and digital channels, managing supervisors, and improving CSAT, NPS and service levels. Full-time, with a benefits package including extended healthcare, group RRSP, group life and paid time off.
Responsibilities:
- Lead and optimise day-to-day contact centre operations
- Manage team leaders and drive performance through KPIs
- Improve CSAT, NPS and first contact resolution
- Partner with WFM on forecasting and scheduling
- Implement QA frameworks and deliver performance reporting
Requirements summary:
- 6 to 12+ years in call or contact centre environments
- 3 to 6+ years in leadership or specialist roles
- Secondary school completion typically required
- College diploma or bachelor's degree is an asset
- Experience with CRM, CCaaS and WFM tools
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · workable
- Employer posting date
- 2026-01-04
- First seen by our source
- 2026-10-11
- Source record updated
- 2026-10-11
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 6+ years |
| Management experience | 3+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Education | High school (required), College diploma (preferred), Bachelor’s degree (preferred) |
| Fields of study | Business, Communications, Operations, Analytics |
| Perks mentioned | Generous paid time off, Retirement plan, Paid training |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Hire Resolve.com
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
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Full company description
Hire Resolve is a recruitment company that focuses on placing professionals and skilled people in permanent employment. We focus on working with top quality professionals and pride ourselves on delivering excellent service to our clients and candidates. Need permanent employment services? Email: [email protected] For Career seekers, send Hire Resolve your resume and let us review the opportunities we have available for you.
- LinkedIn followers
- 4,195
- People associated on LinkedIn
- 31
- Reported office locations
- 6900 E Camelback Rd, Scottsdale, Arizona 85251, US
- Business categories
- Human Resources
- Recruiting
- Staffing Agency
- Other recorded names
- Hire Resolve.com
- Hire Resolve US - Top Recruitment agencies in AZ
- Specialties
- engineering recruitment firm
- engineering recruitment company
- recruitment firm
- employment agency in scottsdale az
- recruitment firm in phoenix az
- engineering employment agency in phoenix arizona
- finance recruitment firm
- finance recruitment company
- finance employment agency in phoeniz arizona
- engineering jobs in phoenix arizona
- engineering jobs in phoenix az
- finance jobs in phoenix az
- and hire resolve reviews
- Profile identifies a recruitment agency
- Yes
Hire Resolve is a recruitment company that focuses on placing professionals and skilled people in permanent employment. We focus on working with top quality professionals and pride ourselves on delivering excellent service to our clients and candidates. Need permanent employment services? Email: [email protected] For Career seekers, send Hire Resolve your resume and let us review the opportunities we have…
| Field | Value |
|---|---|
| Industry | Staffing and Recruiting |
| Company size | 51-200 employees |
| Headquarters | Scottsdale, Arizona |
| Organization type | Privately Held |
| Year founded | 2004 |
| Specialties | engineering recruitment firm engineering recruitment companyrecruitment firmemployment agency in scottsdale azrecruitment firm in phoenix azengineering employment agency in phoenix arizonafinance recruitment firmfinance recruitment companyfinance employment agency in phoeniz arizonaengineering jobs in phoenix arizona |
| Open jobs on Jobsy | 28 |
| View page |
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
- Deliver 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 appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
- Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)
Requirements
- Education/qualifications: Secondary school completion typically required; college diploma or bachelor’s degree (Business, Communications, Operations, Analytics, or related) is an asset. 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, Compliance, Sales, 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)
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- RPP - Group RRSP
- Group Life - AD&D - Critical Illness Insurance
- Paid Time Off Benefits
- Training & Development
Journal
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