Head of Lead Generation Call Centre
9 days ago
Etwall
Head of Lead Generation Call Centre \nDerby - Office Based \nSalary Negotiable + Bonus Scheme | Permanent \n\nSF Partners are working exclusively with a fast-growing legal services business specialising in Wills, LPAs, Probate and Estate Planning to recruit a Head of Lead Generation Call Centre. \n\nThis is a senior leadership role responsible for a 35-person outbound contact centre that drives appointments into the firm's branch network. The function works warm, high-intent data sets including existing clients and acquired will-bank customers, making this a high-volume but quality-led outbound environment. \n\nReporting into the COO, the successful candidate will own the performance, strategy, and leadership of the entire lead generation operation, with accountability for conversion, productivity, data quality, and customer engagement outcomes. \n\nThe Opportunity \n\nThis is a key operational and commercial leadership role within the business, sitting at the heart of the growth engine. The successful candidate will be responsible for ensuring the contact centre consistently converts high-quality leads into booked and attended appointments, while improving efficiency, reducing attrition, and strengthening overall team performance. \n\nThis role requires a visible, hands-on leader who is confident operating on the sales floor, coaching teams directly, and driving performance through data-led decision making. \n\nKey Responsibilities\n\nCommercial Performance & Sales Leadership\nLead a 35-person outbound contact centre operation including Managers and Team Leaders\nOwn core KPIs including contact rates, appointments booked, booked-to-sat ratio, and cost per acquisition\nDrive daily performance across the sales floor through coaching, feedback, and live management\nAnalyse performance data and implement immediate improvements where required\nEmbed a high-performance, compliant, and customer-focused sales culture\nLead Strategy & Data Ownership\nOwn the end-to-end outbound lead strategy across all customer and will-bank data sets\nDefine call prioritisation, segmentation, and campaign sequencing\nLead data cleansing initiatives to improve contactability and conversion rates\nMonitor and report on lead quality metrics and pipeline performance\nContinuously improve data integrity and campaign effectiveness\nCapacity Planning & Operational Alignment\nWork closely with the wider branch network to align appointment flow with advisor capacity\nForecast demand and manage outbound capacity planning across teams and shifts\nEnsure efficient use of dialler systems, workforce planning tools, and resource allocation\nBalance supply and demand to optimise booked and attended appointment volumes\nLeadership & Team Development\nLead, coach, and develop the Call Centre Manager and Team Leaders\nBuild strong progression pathways across the contact centre structure\nReduce attrition and sickness through improved engagement and leadership visibility\nManage performance consistently, fairly, and proactively\nCreate a strong culture of accountability, ownership, and development\nAbout You \n\nWe are keen to speak with candidates who have: \n\nProven experience leading a high-volume outbound contact centre (30+ FTE)\nStrong track record of delivering against sales and performance KPIs\nHands-on leadership style with experience coaching teams and managers\nStrong commercial and analytical capability with a data-led mindset\nExperience improving conversion rates, contactability, or operational efficiency\nBackground in regulated, sales-led, or high-volume environments (legal, financial services, insurance, utilities, telecoms etc.) advantageous\nStrong understanding of CRM, dialler systems, and workforce planning tools\nPackage\n\nSalary: Negotiable\nPerformance-related bonus scheme\nOTE available subject to performance\nCareer progression within a growing and evolving business\nOffice-based role in Derby HQ\nSenior leadership visibility and influence across the organisation\nApply for a confidential discussion regarding this opportunity, please contact SF Partners directly