Contact Centre Programme Director - FTC

JSS Transform; Birmingham; Remote; GBP 70,000 - 100,000; Full time

Job summary

A global logistics company is looking for a visionary Contact Centre Programme Director to lead the transformation of their operations. The role involves designing a future-ready contact centre model and integrating AI and automation. Ideal candidates should have proven experience in large-scale contact centre transformations, with a focus on improving operational efficiency and customer satisfaction. Suitable for applicants with strong leadership capabilities and understanding of digital technologies.

Qualifications

• Proven experience leading large-scale contact centre transformation programmes.
• Deep understanding of AI, automation, and digital technologies in customer operations.
• Experience in logistics, retail, or large-scale service environments.

Responsibilities

• Design and deliver a future-ready contact centre model.
• Lead the implementation of AI-powered solutions.
• Drive measurable improvements in efficiency and customer satisfaction.

Skills

Leading large-scale transformations

Understanding of AI and automation

Strong leadership capabilities

Stakeholder management

Education

Degree in Business, Technology, or Operations

Certifications in Project Management

Tools

Salesforce

NICE

Genesys

AI / ML tools

Job description

Contact Centre Programme Director

Location: UK Wide

Reporting to: Group Chief Transformation Officer

Contract Type: 12+ months FTC

Role Summary : A global logistics company is undertaking a bold transformation of its contact centre operations. We are seeking a visionary Project Director to lead this programme, overseeing the complete revamp of a 1,400-person operation. The goal: reduce the operational footprint by 50% within three years while doubling productivity, powered by AI, automation, and next-generation technologies.

Key Responsibilities :

• Strategic Transformation Leadership: Design and deliver a future‑ready contact centre model that integrates digital‑first strategies, intelligent automation, and AI‑driven customer engagement.
• Technology Enablement: Lead the implementation of cutting‑edge solutions including:
  • AI‑powered virtual agents and chatbots
  • Predictive analytics for demand and workforce planning
  • Sentiment analysis and intelligent routing
  • Robotic Process Automation (RPA) for repetitive tasks
  • Cloud‑based omnichannel platforms for seamless customer interaction
• Operational Restructuring: Redesign team structures, workflows, and service models to support a leaner, more agile operation.
• Performance & Productivity: Drive measurable improvements in efficiency, customer satisfaction, and employee engagement through smart tooling and data insights.
• Change Management & Workforce Evolution: Lead cultural and behavioural change, including reskilling programmes to support AI adoption and digital fluency across the workforce.
• Stakeholder Engagement: Collaborate with internal teams, technology partners, and executive leadership to ensure alignment and successful delivery.
• Governance & Reporting: Establish programme governance, track KPIs, and report progress to senior stakeholders and transformation sponsors.

Required Experience & Skills :

• Proven experience leading large‑scale contact centre transformation programmes.
• Deep understanding of AI, automation, and digital technologies in customer operations.
• Experience in logistics, retail, or large‑scale service environments.
• Strong leadership and stakeholder management capabilities.
• Ability to manage complex, multi‑year programmes with significant change impact.

Desirable Qualifications :

• Degree in Business, Technology, or Operations.
• Certifications in Project Management (e.g., PMP, Prince2) and / or Agile delivery.
• Familiarity with platforms such as Salesforce, NICE, Genesys, Five9, or similar.
• Exposure to AI / ML tools (e.g., Azure AI, Google Cloud AI, OpenAI APIs).