Contact Centre Transformation Lead (3‑Month Contract)

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

About the Role

Our client, a well‑established organisation based in Manchester, is seeking an experienced Contact Centre Transformation Lead to support a critical period of operational improvement. This is a unique opportunity for a seasoned professional who has successfully run, optimised, and transformed contact centre environments.

The successful candidate will conduct a full assessment of the current operation, identify opportunities for improvement, and deliver clear, actionable recommendations aligned with the client's strategic objectives.

Key Responsibilities

• Assess the current contact centre operation, including people, processes, systems, and performance metrics.

• Identify operational gaps and develop a structured improvement plan to enhance efficiency, customer experience, and commercial outcomes.

• Analyse data and performance trends to support decision‑making and highlight areas for optimisation.

• Navigate and evaluate existing technology and systems, ensuring they are being used effectively and recommending enhancements where needed.

• Collaborate with senior stakeholders to align recommendations with business goals and future growth plans.

• Provide hands‑on leadership and guidance to support the implementation of improvements.

About You

• Extensive experience running and improving contact centres at a senior level.

• Strong understanding of contact centre operations, including workforce management, customer experience, and performance optimisation.

• Highly tech‑savvy, with the ability to quickly understand and navigate multiple systems

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age