Contact Centre Change Manager
Contact Centre Change Manager
South Wales – Hybrid working
Contract – 6 months
Up to £350pd – Outside IR35
An opportunity for an experienced Contact Centre Change Manager to support a high‐volume, regulated environment through a period of structural and cultural transformation. You’ll help design and embed a new team structure while stabilising and supporting the existing operation during the transition.
You’ll play a critical role in shaping a high‐performing, well‐governed contact centre. You will be ensuring standards, culture, and structure are set up for long‐term success.
Key Responsibilities
- Support the design and rollout of a new contact centre team structure
- Draft job descriptions and assist with recruitment
- Provide stabilising support to the current team and reinforce behaviours and accountability
- Strengthen operational discipline, governance, and adherence to processes and regulatory standards
- Promote a culture of resilience, ownership, and customer‐centricity
- Identify and implement practical process improvements and support data‐driven decision‐making
Essential Skills:
- Strong contact centre operational experience
- Experience managing teams through change or restructure
- Proven ability to lift standards and manage performance issues directly
- Pragmatic, direct communicator able to influence at all levels
Desirable:
- Exposure to Lean, Six Sigma, or process‐improvement methodologies
This is a contract role assisting a high performing and growing SME operating out of South Wales. To deliver the services essential to this contract it is expected you will need to be on-site at least 3 days per week.