Head of Lead Generation Call Centre - Derby
The rewards
* Salary negotiable
* Performance-related bonus scheme
* OTE available subject to performance
* Career progression within a growing business
* Senior leadership visibility and influence across the organisation
* Office-based role in Derby HQ
* Permanent
The role of Head of Lead Generation Call Centre:
* Lead a 35-person outbound contact centre operation including Managers and Team Leaders
* Own core KPIs including contact rates, appointments booked, booked-to-sat ratio, and cost per acquisition
* Drive daily performance across the sales floor through coaching, feedback, and live management
* Analyse performance data and implement immediate improvements where required
* Embed a high-performance, compliant, and customer-focused sales culture
* Own the end-to-end outbound lead strategy across all customer and will-bank data sets
* Define call prioritisation, segmentation, and campaign sequencing
* Lead data cleansing initiatives to improve contactability and conversion rates
* Monitor and report on lead quality metrics and pipeline performance
* Work closely with the wider branch network to align appointment flow with advisor capacity
* Forecast demand and manage outbound capacity planning across teams and shifts
* Ensure efficient use of dialler systems, workforce planning tools, and resource allocation
* Lead, coach, and develop the Call Centre Manager and Team Leaders
* Build strong progression pathways across the contact centre structure
* Reduce attrition and sickness through improved engagement and leadership visibility
* Manage performance consistently, fairly, and proactively
The ideal Head of Lead Generation Call Centre:
* Proven experience leading a high-volume outbound contact centre (30+ FTE)
* Strong track record of delivering against sales and performance KPIs
* Hands-on leadership style with experience coaching teams and managers
* Strong commercial and analytical capability with a data-led mindset
* Experience improving conversion rates, contactability, or operational efficiency
* Background in regulated, sales-led, or high-volume environments (legal, financial services, insurance, utilities, or telecoms) advantageous
* Strong understanding of CRM, dialler systems, and workforce planning tools
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