Lead, Planning & Service Delivery – Contact Centre (Hybrid)

Lowell Financial Ltd; Leeds; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus

Flexible benefits

Hybrid work

On-site parking

Holidays + buy-up

Life assurance

Wellbeing initiatives

Employee networks

Job summary

Lowell Financial Ltd is seeking a Planning & Service Delivery Team Lead in Leeds with hybrid working. You will lead a team of dialler specialists to shape and optimise contact strategies, ensuring campaigns are effective, compliant and customer focused.

You will partner with operations and stakeholders, using data and insights to drive continuous improvement and maximise performance while delivering the right customer experience.

Qualifications

• Experience managing predictive diallers and dialler campaigns in a contact centre.
• Proven ability to coach, develop and motivate a team to deliver results.
• Strong understanding of contact centre performance metrics and optimisation.
• Knowledge of Ofcom regulations, SLAs and regulatory compliance controls.
• Excellent analytical and problem-solving skills to turn data into improvements.

Responsibilities

• Lead a team of specialists shaping and optimising contact strategies.
• Collaborate with operational teams and stakeholders to maximise performance.
• Ensure campaigns are effective, compliant and customer focused.

Skills

Dialler campaigns

People leadership

Performance metrics

Regulatory compliance

Data analysis

Job description

Lowell Financial Ltd is seeking a Planning & Service Delivery Team Lead in Leeds with hybrid working. You will lead a team of dialler specialists to shape and optimise contact strategies, ensuring campaigns are effective, compliant and customer focused.

You will partner with operations and stakeholders, using data and insights to drive continuous improvement and maximise performance while delivering the right customer experience.