Interim Change Manager (Contact/Call Centre experience essential)
Location: UK (with travel to regional sites)
Contract: Interim (3-6 months+)
Start: Immediate / ASAP
We are partnering with a leading services organisation to appoint an experienced Interim Change Manager (Contact/Call Centre) to drive a critical transformation programme across multiple customer service operations.
This is a high impact role focused on improving operational performance, customer experience, and embedding sustainable change across a multi-site contact centre environment
The Role
You will lead the end to end delivery of change initiatives across call and contact centre operations, working closely with operational leadership, technology teams, and frontline colleagues.
Key responsibilities include:
- Leading transformation programmes across multi-site contact centre operations
- Driving improvements in customer experience (CX), service delivery, and operational efficiency
- Embedding change across workforce planning, processes, and performance management
- Supporting the implementation of new technologies / CRM / omnichannel platforms
- Engaging senior stakeholders and influencing at Exec level
- Ensuring change is adopted and sustained across geographically dispersed teams
Key Requirements
- Proven track record delivering contact centre / call centre transformation programmes
- Strong experience operating in multi-site, UK wide environments
- Demonstrable expertise in change management methodologies (e.g. Prosci, ADKAR)
- Experience improving KPIs such as AHT, CSAT, FCR, and service levels
- Exposure to digital/omnichannel transformation, CRM implementations, or automation
- Excellent stakeholder engagement skills with the ability to influence at all levels
- Willingness to travel regularly across UK sites
Desirable Experience
- Background in sectors such as financial services, utilities, telco, retail, or BPO
- Experience in outsourcing/vendor management environments
- Knowledge of Workforce Management (WFM) and contact centre technologies
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