Contact Centre Consultant

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, 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, is outside IR35, and is 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