Overview
Contract Centre Consultant – Location: North West region with expected travel onsite 2-3 days per week. Outside IR35. Start/End: November – March 2026.
Summary
We are seeking an experienced Contact Centre Consultant to lead the setup, management, and operation of both outsourced and insourced contact centres. The successful candidate will have a proven track record in digitalising call centres and transitioning from legacy systems to modern digital platforms. This role requires a strategic thinker with hands-on experience across both front-end digital design and back-end operational systems, ideally someone who has worked as an implementation consultant with contact centre software solution providers. The position offers a competitive day rate and is outside IR35, based in the North West of England.
Key Responsibilities
* Lead the establishment and ongoing management of contact centres, both outsourced and insourced.
* Drive digital transformation initiatives to replace legacy call centre systems with modern, efficient technologies.
* Collaborate with stakeholders to design and implement scalable contact centre solutions.
* Monitor and improve operational performance, ensuring service levels and KPIs are consistently met.
* Provide expert advice on best practices in contact centre management and customer engagement.
* Manage vendor relationships and ensure seamless integration of outsourced services.
* Support change management and training initiatives to embed new systems and processes.
Skills
* Experience in setting up, managing, and operating both outsourced and insourced contact centres
* Expertise in digitalising call centres from legacy systems
* Strong knowledge of contact centre technologies and platforms
* Excellent stakeholder management and communication skills
* Ability to lead cross-functional teams and manage multiple projects
* Analytical skills to monitor performance metrics and drive improvements
* Vendor and supplier management experience
* Change management and training delivery
* Strategic planning and operational execution
* Customer experience and service excellence focus
Software/Tools
* Contact centre platforms (e.g. Genesys, Avaya, NICE)
* CRM systems (e.g. Salesforce, Microsoft Dynamics)
* Workforce management and analytics tools
* Digital communication channels (chat, email, social media platforms)
Certifications & Standards
* Relevant contact centre or customer service management certifications (desirable)
* ITIL Foundation (desirable)
* Project management qualifications (e.g. PRINCE2, Agile) beneficial but not essential
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