Head of Lead Generation Call Centre

Head of Lead Generation Call Centre – Derby

The rewards

• Salary negotiable
• Performance-related bonus scheme
• OTE available subject to performance
• Career progression within a growing business
• Senior leadership visibility and influence across the organisation
• Office-based role in Derby HQ
• Permanent

The role of Head of Lead Generation Call Centre:

• Lead a 35-person outbound contact centre operation including Managers and Team Leaders
• Own core KPIs including contact rates, appointments booked, booked-to-sat ratio, and cost per acquisition
• Drive daily performance across the sales floor through coaching, feedback, and live management
• Analyse performance data and implement immediate improvements where required
• Embed a high-performance, compliant, and customer-focused sales culture
• Own the end-to-end outbound lead strategy across all customer and will-bank data sets
• Define call prioritisation, segmentation, and campaign sequencing
• Lead data cleansing initiatives to improve contactability and conversion rates
• Monitor and report on lead quality metrics and pipeline performance
• Work closely with the wider branch network to align appointment flow with advisor capacity
• Forecast demand and manage outbound capacity planning across teams and shifts
• Ensure efficient use of dialler systems, workforce planning tools, and resource allocation
• Lead, coach, and develop the Call Centre Manager and Team Leaders
• Build strong progression pathways across the contact centre structure
• Reduce attrition and sickness through improved engagement and leadership visibility
• Manage performance consistently, fairly, and proactively

The ideal Head of Lead Generation Call Centre:

• Proven experience leading a high-volume outbound contact centre (30+ FTE)
• Strong track record of delivering against sales and performance KPIs
• Hands-on leadership style with experience coaching teams and managers
• Strong commercial and analytical capability with a data-led mindset
• Experience improving conversion rates, contactability, or operational efficiency
• Background in regulated, sales-led, or high-volume environments (legal, financial services, insurance, utilities, or telecoms) advantageous
• Strong understanding of CRM, dialler systems, and workforce planning tools

#J-18808-Ljbffr…