Call Centre Transformation Manager

Call Centre Transformation Manager - 12-Month FTCLocation: Nottinghamshire (with free on-site parking)Hours: 37.5 per week (some weekend working, approx. 1 in 4 or less)Contract: Fixed-term (12 months)

A leading healthcare provider is looking for a Call Centre Transformation Manager to lead the evolution of their UK-based contact centre, enhancing both operational efficiency and the experience of patients engaging with the service.

The OpportunityIn this strategic and hands-on role, you'll partner with senior leadership to deliver a more connected, responsive, and patient-focused call centre environment. While the centre is primarily inbound, there is also a growing need for effective outbound follow-up and lead nurturing. The successful candidate will be instrumental in introducing smarter processes, streamlining systems, and driving digital transformation.

You'll be responsible for delivering measurable improvements in team performance, call handling, and patient engagement. By working closely with internal stakeholders and utilising patient insight, you'll ensure any changes align with business goals and the organisation's people-first ethos.

Key Responsibilities

• Review and assess current contact centre processes to identify gaps and opportunities

• Lead the implementation of efficient, patient-focused solutions to support business growth

• Collaborate with stakeholders to shape and deliver transformation strategies

• Introduce tools such as AI and automation to support staff and reduce repetitive workload

• Deliver regular reporting on KPIs, ROI, and process improvements to leadership teams

• Support Team Leaders in developing and upskilling their teams

• Ensure performance metrics (e.g. abandoned call rate, response times) are realistic, aligned, and continuously monitored

• Explore cost-saving initiatives and minimise operational risk

Performance Measures

• Improvement in patient conversion from enquiry to first appointment

• Less than 5% abandoned call rate, with 90% of calls answered within 90 seconds

• Initial response to email/web enquiries within 2 business hours

Ideal Candidate Profile

• Proven track record leading operational and technology-driven change within contact centre environments

• Experienced in using Erlang modelling to inform workforce planning

• Strong knowledge of ACD systems, IVR optimisation, and call centre reporting tools

• Experience managing outbound campaigns with measurable success

• Confident, solutions-focused communicator able to bring stakeholders together and drive change

• Advanced Excel and data presentation skills

• Resilient, adaptable and passionate about continuous improvement

This is a fantastic opportunity for a confident change leader to make a real impact within a values-driven healthcare environment. If you're ready to lead a high-performing team through a meaningful transformation, we'd love to hear from you.

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