Contact Centre Performance & CX Optimisation Manager

This role is about performance, insight and customer experience.

Client Details

Our client is a regulated PE backed business that's ready for growth, they are fast becoming a leader in their space.

We're looking for a Contact Centre performance expert who understands what "good" looks like in a fast-paced sales and service environment - someone who can use analytics, operational insight and commercial awareness to shape how the operation works both today and in the future.

Why This Role Stands Out

• Brand new position with genuine influence and ownership.
• Opportunity to shape how a 500-seat operation performs and evolves.
• High visibility with senior leadership.
• Full-time onsite in Manchester City Centre - ideal for someone who wants to be embedded within the operation and close to the action.

Description

The Role

As Performance & CX Optimisation Manager, you will take ownership of how performance is measured, understood and improved across the contact centre.

You'll work closely with senior operational leaders, commercial teams and marketing to ensure the operation is structured and performing in the most effective way possible - balancing efficiency, service levels, sales outcomes and customer experience.

This role blends:

• Contact centre analytics
• Performance insight
• Capacity and demand modelling
• Channel effectiveness analysis
• Process optimisation
• Strategic operational improvement

You won't be firefighting real-time issues - you'll be designing the frameworks and insights that prevent them.

Key Responsibilities

Performance & Operational Insight

• Analyse high-volume inbound and outbound performance data to identify opportunities to improve conversion, service levels and efficiency.
• Develop clear, automated dashboards and insight models to track KPIs across voice and digital channels.
• Use telephony, sales and customer data to influence how the operation is structured and managed.
• Turn complex datasets into clear, actionable recommendations for senior stakeholders.

Customer Experience Optimisation

• Evaluate performance across channels (voice, email, SMS, messaging) to improve response rates, timing and effectiveness.
• Use call listening, transcript and speech analytics to identify inefficiencies and CX improvement opportunities.
• Support operational leaders to align customer journey performance with business objectives.

Efficiency & Future Planning

• Build short, medium and long-term models that ensure the operation is working in the smartest, most sustainable way.
• Identify bottlenecks, inefficiencies and process gaps, and design scalable solutions.
• Support decisions around scheduling frameworks, demand alignment and shrinkage management - ensuring decisions are insight-led rather than reactive.

Cross-Functional Collaboration

• Partner with Marketing and Commercial teams to understand campaign activity, lead flow and demand patterns.
• Work with Finance and Operations to ensure performance models support wider business targets.
• Contribute to strategic discussions by translating operational data into commercial impact.

Profile

What We're Looking For

• Proven experience in Contact Centre Performance, Analytics, Workforce Optimisation or CX Performance roles within a high-volume B2C environment.
• Deep understanding of contact centre KPIs such as conversion, answer rates, speed to answer, dial efficiency, and adherence - and how they interlink.
• Strong analytical capability with advanced Excel skills; experience with BI tools such as Power BI or Tableau preferred.
• Comfortable working with large datasets, building models and challenging operational norms.
• A strategic mindset - able to balance short-term performance wins with long-term operational efficiency.
• Confident stakeholder management skills - able to influence senior leaders through data-led insight.

Most importantly, you'll be someone who thrives on building structure, creating clarity and using evidence to drive meaningful operational improvement.

Job Offer

• Modern offices in the heart of Manchester City Centre
• Subsidised parking, rail and tram discounts and salary sacrifice options
• Give back volunteer days
• Excellent incentives and social events running regularly
• Family friendly business with strong policies and processes to ensure great support for employees
• Perks such as snacks, hot and soft drinks etc all available in office for all employees
• Salary 50,000 (fixed) but plenty of option to grow in role and impact future earnings
• Pension, holidays and everything else you would expect with the type of role!