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Contact Centre Consultant
The Bridge IT RecruitmentBolton, Greater Manchester, United Kingdom7 days ago
Job type
- Full-time
Job descriptionExperience 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 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) Relevant contact centre or customer service management certifications (desirable) ITIL Foundation (desirable) Project management qualifications (e.g. PRINCE2, Agile) beneficial but not essential
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
Software / Tools
Certifications & Standards
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Contact Centre • Bolton, Greater Manchester, United Kingdom
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