Data-Driven Planning & Service Delivery Lead (Hybrid)

lowell; Leeds; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discretionary annual bonus

3% flexible benefits

Hybrid working

Free onsite parking

28 days holiday + PH, option to buy 5

Life assurance

Job summary

Lowell is seeking a Planning & Service Delivery Team Lead in Leeds to lead a specialists team, shaping and optimising our contact strategies. Hybrid working at Thorpe Park.

You will combine people leadership with dialler expertise to ensure campaigns are effective, compliant and customer focused. You will work with operations and stakeholders to maximise performance.

We value data-driven thinking and continuous improvement to deliver the right customer experience every time.

Qualifications

• Experience managing predictive diallers in a contact centre.
• Proven people leadership with coaching and development skills.
• Strong understanding of contact centre performance metrics, campaign optimisation and resource planning.
• Knowledge of Ofcom regulations and regulatory controls.
• Excellent analytical and problem-solving abilities to turn data into improvements.

Responsibilities

• Lead a team of specialists to shape and optimise contact strategies.
• Ensure campaigns are effective, compliant and customer focused.
• Collaborate with operations and stakeholders to maximise performance.
• Use data and insight for continuous improvement to improve customer experience.

Skills

Predictive diallers

People leadership

Performance metrics

Ofcom regulations

Data-driven analysis

Tools

Avaya or similar platform

Job description

Lowell is seeking a Planning & Service Delivery Team Lead in Leeds to lead a specialists team, shaping and optimising our contact strategies. Hybrid working at Thorpe Park.

You will combine people leadership with dialler expertise to ensure campaigns are effective, compliant and customer focused. You will work with operations and stakeholders to maximise performance.

We value data-driven thinking and continuous improvement to deliver the right customer experience every time.