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

• 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

• 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

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