At a Glance
- Tasks: Lead a major transformation in contact centre operations and enhance customer experience.
- Company: Fast-growing, customer-centric organisation in Manchester.
- Benefits: Competitive hourly rate, opportunity for contract extension based on impact.
- Other info: Ideal for energetic leaders who thrive in fast-paced settings.
- Why this job: Make a real difference in a dynamic environment with full autonomy.
- Qualifications: Proven experience in transforming contact centres and strong data analysis skills.
The predicted salary is between 60000 - 80000 £ per year.
Our client - a fast‑growing, customer‑centric organisation - is seeking an exceptional Contact Centre Transformation Lead to drive a high‑priority operational overhaul. This is a rare opportunity for a proven leader who has run, optimised, and transformed contact centre operations at scale and who thrives in environments where decisive action and rapid improvement are essential.
You will take full ownership of assessing the current contact centre landscape, identifying performance gaps, and designing a transformation roadmap that enhances customer experience, operational efficiency, and commercial performance. Most importantly, you will lead the hands‑on implementation of that strategy, ensuring measurable, sustainable change.
This role is ideal for a dynamic, data‑driven, senior operator - someone who has held roles such as Call Centre Director, Head of Customer Service, Operations Director, or Contact Centre Manager with transformation ownership.
Key Responsibilities- Operational Assessment - Conduct a full diagnostic review of people, processes, systems, KPIs, and customer journeys.
- Data‑Led Insight - Analyse performance metrics, trends, and behaviours to identify root causes and prioritise improvement opportunities.
- Transformation Strategy - Build a clear, structured roadmap that enhances efficiency, customer satisfaction, and commercial outcomes.
- Technology Evaluation - Assess current systems, telephony platforms, CRM usage, and digital tools; recommend enhancements or optimisation.
- Stakeholder Engagement - Work closely with senior leadership to align transformation plans with business goals and growth ambitions.
- Hands‑On Delivery - Lead the execution of the transformation plan, ensuring rapid, visible, and sustainable improvements.
- Coaching & Leadership - Provide guidance to managers and frontline teams to embed new ways of working.
- Proven senior‑level experience running and transforming contact centres (multi‑channel, inbound/outbound, customer service, sales, or hybrid).
- Deep understanding of workforce management, customer experience, operational optimisation, and performance frameworks.
- Highly data‑literate, able to interpret complex metrics and convert insight into action.
- Tech‑savvy, with the ability to quickly understand and optimise multiple systems and platforms.
- A dynamic, energetic leader who thrives in fast‑paced environments and can deliver immediate impact.
- Exceptional communication skills, with the ability to influence at all levels and drive cross‑functional alignment.
- Comfortable balancing strategic thinking with hands‑on execution.
- The chance to lead a high‑visibility transformation with full autonomy.
- A platform to deliver rapid, meaningful change in a growing organisation.
- The opportunity to shape the future of a contact centre operation undergoing significant evolution.
- A short‑term contract with the potential for extension based on impact.
Locations
Contact Centre Transformation Lead in Cheshire, Warrington employer: Search
Join a fast-growing, customer-centric organisation in Manchester as a Contact Centre Transformation Lead, where you will have the autonomy to drive significant operational change and enhance customer experience. Our dynamic work culture fosters innovation and collaboration, providing you with ample opportunities for professional growth and the chance to make a tangible impact in a high-visibility role. With competitive hourly rates and the potential for contract extension based on your contributions, this is an excellent opportunity for those looking to lead transformative initiatives in a supportive environment.
