Contact Centre Programme Director - FTC

JSS Transform; Newcastle upon Tyne; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A global logistics company is seeking a visionary Project Director to lead the transformation of its contact centre operations. The successful candidate will design a digital-first model that integrates intelligent automation and AI technologies. Proven experience in leading large-scale transformations, a deep understanding of digital technologies, and strong leadership skills are essential for this role. This position will be pivotal in doubling productivity while reducing operational footprint.

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 cutting-edge solutions.
• Redesign team structures and workflows for agile operations.

Skills

Leadership

Stakeholder Management

AI Understanding

Automation Knowledge

Digital Technologies

Education

Degree in Business, Technology, or Operations

Tools

Salesforce

NICE

Genesys

Five9

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).