Call Centre Transformation Consultant

Interim Call Centre Transformation Consultant

Location: Norwich (On-site)Contract: Interim (3 Months possibly longer)

The Opportunity

An exciting opportunity for an experienced Contact Centre Transformation Consultant to join a growing service-led business in Norwich. Following significant investment in digital transformation and a new operating system, the business is now looking for a specialist who can quickly assess performance, identify opportunities, and drive a cultural shift towards a high-performing sales environment.

This is a hands-on role focused on improving sales conversion, productivity, workforce planning and team performance. The business has strong lead generation through website enquiries, partner referrals, insurance channels and external marketing activity. The opportunity lies in maximising conversion and building a culture of accountability and excellence.

Key Responsibilities

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• Quickly assess contact centre operations, performance and processes.
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• Analyse sales conversion rates, call handling times, abandoned calls and capacity.
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• Review staffing levels, rotas and workforce planning requirements.
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• Build an effective, ambitious and engaged sales-focused contact centre team.
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• Drive cultural and behavioural change through coaching, floor-walking and performance management.
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• Establish clear KPI reporting and accountability measures.
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• Develop strong relationships with the external marketing agency, reviewing lead quality, conversion and ROI.
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• Ensure delivery of sales, service, productivity and quality targets.
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• Support the implementation and optimisation of new systems and processes.
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• Lead by example, creating a positive, high-performance culture aligned to company values.
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Skills & Experience

Essential

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• Proven experience leading and transforming sales-focused contact centre operations.
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• Strong understanding of contact centre data, KPIs, workforce planning and capacity management.
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• Demonstrable success improving sales conversion and team performance.
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• Excellent coaching, mentoring and leadership skills.
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• Strong analytical and decision-making abilities.
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• Exceptional communication and stakeholder management skills.
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• Experience developing strategies that improve performance and operational efficiency.
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What Success Looks Like

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• Improved sales conversion rates and commercial performance.
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• Effective staffing and rota management.
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• Greater accountability and ownership within the contact centre.
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• Enhanced customer experience and operational efficiency.
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• A motivated, engaged and high-performing sales culture.
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Please apply online or contact Maxine or Andrea at Reed Norwich for further information