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We are supporting a client on a high profile contact centre and administration transformation programme of significant scale and complexity.
Spanning a workforce of c.1,000 FTE across multiple sites, the function is centred on contact centre operations, alongside service desk, reception and administrative services. The environment is operationally critical and highly visible – now at an inflection point requiring stabilisation, modernisation, and a fundamental reset of service delivery and frontline performance.
With executive sponsorship secured and governance mobilising, this engagement requires an experienced operator who can deliver at pace bringing strong contact centre and administarion function knowledge alongside transformation delivery.
The Requirement
This is an end-to-end mandate combining immediate operational stabilisation with longer-term service model redesign.
You will lead across four core areas:
- Stabilisation & Remediation – rapid intervention to restore service performance, improve workforce effectiveness, and bring control to contact centre operations
- Transformation & Optimisation – delivery of productivity and service improvements across channels, processes, and frontline teams
- Strategy Development – defining a clear, scalable future state operating model for contact centre and admin services
- Strategy Delivery – implementing change on the ground, embedding new ways of working and delivering measurable outcomes
This is a hands-on leadership role, requiring ownership from diagnosis through to delivery within live operations.
You will bring:
- A strong track record leading contact centre transformation programmes
- Expertise in operating model design, workforce management, and service performance
- Credibility across both executive stakeholders and frontline teams
- A pragmatic, delivery-focused approach in fast-paced environments
Timeline: May 2026 start for 6 months
Location: Greater Manchester – onsite 5 days a week
Engagement Type: Outside IR35
