This role is about performance, insight and customer experience. Client DetailsOur 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 OutBrand 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. DescriptionThe RoleAs Performance and 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 analyticsPerformance insightCapacity and demand modellingChannel effectiveness analysisProcess optimisationStrategic operational improvementYou won''t be firefighting real-time issues - you''ll be designing the frameworks and insights that prevent ..... full job details .....