Head of Contact Centre Operations

Senior and executive search across customer operations, CX and contact centres.

Didsbury, Manchester, England, United Kingdom

Didsbury, Manchester Onsite 5 days a week £80,000 plus 10% bonus

Blume connects people with the legal help they need. Leads are generated through various marketing channels including Meta, Google PPC and third party affiliates. The contact centre then reaches out to the potential client via outbound dialling, asks the right questions with care and connects them with a specialist law firm where appropriate. Around 80 people work across three brands from a purpose built office in Didsbury, and the operation now comes together under one head.

Get to know Blume and hear from the team:

The role

This is an outbound contact centre, and Blume wants a leader who has run outbound sales teams. Reporting to the Chief Operating Officer, you lead the contact centre through 2 Operations Managers. You own daily performance across all three brands: connect rates, verification quality, productivity and transfers. The floor runs 8am to 8pm on weekdays and 9am to 5pm at weekends, and you lead it in person. Your core hours are 9am to 5pm, with some flexibility.

Blume is moving from a dialler-led operation into an omni-channel operation utilising WhatsApp, web and digital. You will shape how the teams work as that happens.

What you will own

• Conversion, speed to lead and cost per transfer, with daily decisions on where effort goes
• Contact strategy: how leads are prioritised, sequenced, worked and rested in the dialler
• Implementing and embedding coaching for performance and leading through others, whilst growing internal talent and supporting operations in building high performing teams
• Attrition and engagement, with early tenure a particular focus
• Resourcing, adherence, quality and compliance, working with the WFM, analytics and quality teams
• A close working line with Marketing, Sales and Finance on lead flow, conversion and cost

What you will bring

• Leadership of outbound sales teams in a contact centre, in lead generation or sales through service, personally accountable for conversion
• A record of leading large outbound teams through a management layer
• Commercial and data confidence: conversion economics, cost to serve, decisions made from the numbers
• Working knowledge of Salesforce, dialler and WFM
• A visible, coaching style that builds engagement on a busy floor
• Desirable: introducing WhatsApp, web chat or digital funnels; regulated or legal services experience

The package

• £80,000 with a 10% annual bonus
• Private medical through Vitality, and death in service
• 25 days holiday plus bank holidays, rising to 26 after 3 years
• Counselling, a private GP and an EAP programme
• High quality coffee, free tea, snacks and fruit, mindfulness spaces, Blume Days with lunch each month and quarterly socials
• Learning and development with in-house training teams, an on the floor coach, monthly lunch and learns with external speakers and an e-learning platform
• Neurodiversity taken seriously, with reasonable adjustments offered to everyone
• Towers Business Park, Didsbury: wildflower gardens, a coffee shop with weekly food pop-ups, bike hire and free parking, next to Fletcher Moss Park and close to the motorway, tram and train
• Dogs welcome on site