Contact Centre / Administration Transformation Lead
Posted Today by Change Specialists
Negotiable
Outside
Onsite
Manchester Area, United Kingdom
Summary: The role of Contact Centre / Administration Transformation Lead involves overseeing a significant transformation programme for a client’s contact centre and administrative services. The position requires immediate operational stabilisation and long-term service model redesign, necessitating strong leadership and expertise in contact centre operations. The successful candidate will be responsible for delivering measurable outcomes while managing executive stakeholders and frontline teams. This hands-on leadership role is critical to restoring service performance and implementing new operational strategies.
Key Responsibilities:
- Lead operational stabilisation and remediation efforts to restore service performance and improve workforce effectiveness.
- Drive transformation and optimisation initiatives to enhance productivity and service delivery across various channels and processes.
- Develop a clear, scalable future state operating model for contact centre and administrative services.
- Implement change on the ground, embedding new ways of working and ensuring measurable outcomes.
Key Skills:
- Strong track record in leading contact centre transformation programmes.
- Expertise in operating model design and workforce management.
- Ability to engage effectively with both executive stakeholders and frontline teams.
- Pragmatic, delivery-focused approach in fast-paced environments.
Salary (Rate): undetermined
City: Manchester
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
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