Contact Center Consultant

Contact Centre Transformation Consultant | PE Portfolio Opportunity

We’re currently supporting a Private Equity-backed portfolio looking to engage a specialist Contact Centre Transformation Consultant to help drive performance improvement across a number of mid-market businesses.

This role will focus on identifying and solving key operational and customer experience challenges across contact centre environments.

Key areas of focus:

• Operating model review (resourcing, WFM, productivity)

• Technology landscape assessment (CCaaS, telephony, omnichannel, automation, AI)

• Process optimisation (call handling, triage, FCR, QA)

• Data & KPI frameworks (benchmarking, reporting, dashboards)

• Customer experience improvement (NPS/CSAT, journey redesign, VoC)

What we’re looking for:

• Proven experience in contact centre transformation, ideally within mid-market or PE-backed environments

• Ability to deliver rapid diagnostics and actionable recommendations

• Experience supporting end-to-end transformation – from assessment through to implementation

• Commercially minded, with a focus on measurable outcomes (cost-to-serve, productivity, CX)

• Comfortable operating across multiple stakeholders and businesses within a portfolio

The programme will require a mix of diagnostic, design, and hands-on delivery, depending on the needs of each business.

If this aligns with your experience, or you can recommend someone strong in this space, feel free to get in touch directly and submit your cv.

We promise to respond within 72 hours.

Thank you,

Blue Astral