Contact centre transformation lead

Contact Centre Transformation Lead (3‑Month Contract)

Location: Manchester Contract: 3 Months (with review) Rate: Hourly (Equivalent to £60,000–£80,000 DOE)

Role Overview

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.

About You

• 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

What This Role Offers

• 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.