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