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