Performance Optimisation Lead in Liverpool

The Contact Centre Performance Lead turns operational data into clear priorities that improve customer outcomes, service delivery and cost efficiency across our outsource partner team and the inhouse Support Hub. Key responsibilities include, the contact centre performance, translating insights into practical improvement plans and optimising third-party systems to reduce avoidable contact. The successful candidate will provide actionable reporting to inform the strategic direction of Customer Care and support performance optimisation. This role requires someone who can work well within a team, but is also self-driven and looking for proactive opportunities for improvement areas

Key Responsibilties

• Forecasting and resource planning: Work with the forecasting and planning manager to validate the planning cycle for the outsource partner team and the Support Hub. Review forecast accuracy and explain variances to strengthen future plans.
• Operational performance: Monitor real-time contact volumes, resource availability and service performance across all workstreams. Work with operational leaders to adjust plans, prioritise activity and address service risks across the seven-day operation. Call out risks / opportunities that may impact forecasting and planning levers
• Budget and efficiency: Maintain visibility of resource requirements against budget, highlight emerging pressures and identify sustainable cost-reduction opportunities without compromising customer outcomes.
• Customer journey improvement: Analyse contact drivers, repeat interactions and journey pain points to identify avoidable demand and friction. Translate findings into prioritised recommendations and track the impact of agreed changes.
• Systems optimisation: Maximise the use of third-party systems to improve operational efficiency, reduce inbound contact volumes and support effective resolution.
• Reporting and insight: work with the outsource provider to produce clear, actionable performance reporting that explains results, underlying drivers, risks and recommended actions. Partner with the internal Data team to enhance the outsourcing data footprint to support evidence-based decisions.
• Performance improvement: Work with contact centre leadership to turn insight into improvement plans, with clear actions, ownership and follow-up. Identify where targeted training or communication could address recurring service issues.
• Channel development: Support the transition towards a live channel as the primary customer interaction channel, monitoring take-up, service delivery and customer outcomes.
• Stakeholder partnership: Build effective relationships across the Support Hub, outsource partner team, E-commerce and Data teams to align performance priorities and support the strategic direction of Customer Care.

KPIs and Measures of Success

• Service delivery: Achieve the stated contact centre targets: Voice SLA of 80% of calls answered within 20 seconds; Social SLA of four hours; and Emails/Orbit SLA of 12 hours.
• Resolution and demand reduction: Minimise interactions required to resolve customer enquiries and demonstrate reductions in avoidable contact following process or system improvements.
• Resource and budget control: Maintain resource spend within the agreed budgets, identifying and tracking cost-reduction opportunities.
• Planning effectiveness: Monitor forecast accuracy and alignment of resources to demand, using variance analysis to improve planning and service delivery.
• Channel transition: Demonstrate increased use of the live channel as the primary customer interaction channel while maintaining service standards and effective resolution.
• Improvement impact: Evidence cost savings and operational benefits from performance analysis, process improvements and system optimisation.

• Strong understanding of contact centre performance drivers and the relationship between customer demand, resource capacity, service levels, resolution and cost.
• Previous experience of working with both inhouse and outsource partner teams
• Understanding the planning cycle, and the implications of changes in demand / efficiencies has on budget
• Strong analytical capability, with the curiosity to investigate trends, identify root causes and turn complex data into clear, evidence-based recommendations.
• Ability to request, interpret and challenge data appropriately, working with specialist teams to improve the quality and usefulness of reporting.
• Proven ability to build effective internal and external stakeholder relationships, influence priorities and secure support for improvements.
• Familiarity with third-party contact centre systems and the ability to identify opportunities to improve their use.
• A customer-centred approach to reviewing processes, reducing friction and improving the effectiveness of customer interactions.
• Confidence to constructively challenge established processes and communicate practical recommendations to operational leaders.
• Ability to prioritise performance risks and improvement opportunities across a fast-moving, multi-site operation.
• Clear presentation of insights and the ability to present to different stakeholders with clear objectives / outcomes defined

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together – we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don’t hesitate to let us know.

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business

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