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Telecom Call Center Contact Center Engineer Jobs

Procom Services

208029 / Senior Call Center Engineer

Durham, NC · On-site

$101K - $138K/yr

Senior Call Center Engineer Job Details Provide expert consultation in one or more areas for the ... Demonstrate expertise in a variety of contact center and call center technologies, practices, and ...

Brownhealth

Call Center Contact Supervisor

Providence, RI · On-site

$50K - $83K/yr

Under the general supervision of the Contact Center Manager, coordinate the activities of the Call Center and supervise the Contact Center Associates and Clinic Schedulers. Participates in the ...

Varite

Contact Center Representative

Manhattan, NY · On-site

$19.50 - $25.25/hr

Call Center/Contact Center * Customer Service * Microsoft Office Education: * Associate's or Bachelor's degree preferred. About US Tech Solutions: US Tech Solutions is a global staff augmentation ...

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Hire Resolve USA
Recruiting and Staffing Services • 51 - 200 employees
Learn more about Hire Resolve USAexternal

Other

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 19 days ago

Job description

Hire Resolve is assisting call center and contact center organizations in hiring experienced call center professionals for multiple mid-senior opportunities across customer service, sales, and operations. This is a multi-role hiring campaign designed to attract talent across several specializations (people leadership, performance, quality, training, workforce management, and customer experience), with clear progression pathways toward senior leadership (Senior Manager, Head of Contact Center, and Director-level roles).
Key Responsibilities
  • Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels
  • Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
  • Improve customer experience (CSAT, NPS, FCR) while balancing cost-to-serve and service levels
  • Own workforce performance in partnership with WFM (forecasting, scheduling, adherence, occupancy)
  • Implement quality assurance frameworks, calibration routines, and continuous improvement plans
  • Oversee training and onboarding programs; maintain knowledge management and readiness standards
  • Partner with cross-functional stakeholders (Sales, Product, IT, Compliance, HR) to execute operational initiatives
  • Monitor and report operational metrics (AHT, ASA, abandonment, conversion, attrition) and present action plans
  • Support contact center technology adoption (CRM, ticketing, CCaaS, dialers, analytics, QA tools)
  • Ensure workplace safety and compliance alignment with applicable standards (including OSHA expectations)
Requirements
  • Education/credentials: High school diploma or GED required; associate or bachelor's degree in Business, Communications, Operations, or a related field preferred (or equivalent experience)
  • Experience: Typically 5-12+ years in call center/contact center environments, including 2-6+ years in leadership (Supervisor, Team Lead, Manager, Senior Manager)
  • Core skills:
    • People leadership, coaching, performance management, and change leadership
    • KPI-driven operations management and continuous improvement (Lean/Six Sigma exposure is a plus)
    • Workforce management fundamentals (forecasting, scheduling, real-time adherence)
    • Quality, training, and customer experience improvement
    • Strong business communication and stakeholder management
  • Systems/tools (varies by role): CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow), contact center platforms (CCaaS), dialers, WFM tools, QA platforms, and reporting/analytics (Excel/Google Sheets, BI tools)
  • Language: Professional English required; additional languages are a plus depending on customer base and region
  • Work arrangements: On-site, hybrid, and remote options may be available depending on client needs; shift flexibility may be required in some environments
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development

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