CCP are looking for a Contact Centre Data & Performance Manager / Dialler Manager for a brilliant start-up consultancy client whose offices are based in Yorkshire. This role can be hybrid or fully remote (depending on your location) and we're looking for someone with strong contact centre experience (utilising Five9 specifically).We need someone with contact centre experience, operating as a Team Leader or Manager (with BPO experience) who understands outsourced contact centres and how to drive performance. You'll need to be a data-driven thinker who can interpret performance data and translate it into clear, meaningful insights. You must be tech savvy, confident with Excel (Pivot Tables, VLOOKUPs) and ideally Power BI. Dialler / Real-Time experience is preferred, but not essential, but you have to be a strong communicator, able to explain data in a way that makes sense to stakeholders at all levels.Does this sound like you? This role is paying £35,000 - £45,000 (possibly more for the right candidate) with potential share options available further down the line. To be considered for this role, you must be a proactive individual with a 'can-do' attitude. Our clients ethos is "progress over perfection" so you'll need to be comfortable working at pace, pivoting if required at short notice to deliver for your clients. WHAT WE'RE LOOKING FOR ? Call Centre Experience – You’ve been a call centre agent and ideally a team leader or manager.? BPO Experience – You understand outsourced contact centres and how to drive performance.? Data-Driven Thinker – You can interpret performance data and translate it into clear, meaningful insights.? Tech-Savvy – Confident with Excel (Pivot Tables, VLOOKUPs) and ideally Power BI.? Dialler/Real-Time Experience (Preferred, Not Essential) – Knowledge of dialler performance management is a plus.? Strong Communicator – You can explain data in a way that makes sense to stakeholders at all levels. SCREENING CRITERIA - CAN YOU ANSWER THESE? To ensure we hire the best fit, candidates should be able to answer: 1?? What are the key metrics that define call centre agent performance?2?? If call conversion rates drop by 15% in a week, what factors would you investigate first?3?? How would you use Excel to quickly compare performance across multiple teams?4?? Can you give an example of a time you spotted a data trend that led to a performance improvement?5?? What insights can be gained from dialler data, and how would you act on them? This opportunity is being recruited for by CCP. If this role is of interest and you feel you have the relevant experience, please apply online and we will aim to respond to your application within 48 hours. If you would like to know more about this exciting opportunity before applying, please email .

Call Centre Data & Performance Manager / Dialler Manager

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