Contact Centre Consultant

The Bridge IT Recruitment; Bolton; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading IT recruitment firm based in the North West is seeking an experienced Contact Centre Consultant to lead the transition of contact centres from legacy to modern digital systems. The ideal candidate will have a proven track record in digital transformation and excellent management skills. This role offers a competitive day rate and requires onsite travel 2-3 days per week, from November to March 2026.

Responsibilities

• Lead the establishment and ongoing management of contact centres.
• Drive digital transformation initiatives to replace legacy call centre systems.
• Collaborate with stakeholders to design and implement scalable solutions.
• Monitor and improve operational performance to meet service levels.
• Provide expert advice on best practices in contact centre management.
• Manage vendor relationships and ensure seamless integration of services.
• Support change management and training initiatives.

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

Education

Relevant contact centre or customer service management certifications

ITIL Foundation

Project management qualifications (e.g. PRINCE2, Agile)

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)

Job description

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