Reporting directly into the Contact Centre Director, you’ll play a pivotal role in managing operational performance of the entire Primary Care Contact Centre function with your strategic management and hands on approach.

• Lead the creation and execution of the contact centre’s long-term strategy to enhance service quality, improve customer satisfaction, and align with broader organizational goals.
• Foster strong relationships with internal stakeholders (e.g., senior leadership, IT, HR, Shared service providers) to ensure alignment on organizational goals and service standards.
• Establish clear, measurable objectives for performance based on balanced scorecards and key performance indicators (KPIs) and develop frameworks to monitor contact centre performance
• Lead, inspire, and develop a high-performing contact centre team, ensuring all people have the skills, training, and resources to deliver exceptional service.
• Monitor and optimize day-to-day operations, ensuring that service levels, productivity, and customer satisfaction targets are consistently met or exceeded.
• Address escalated customer concerns, acting as a point of resolution for complex or high-priority issues.
• Manage the contact centre budget, ensuring cost-effective operations while maintaining quality standards.
• Monitor resource utilization and adjust as needed to ensure optimal staffing and operational efficiency
• Lead change management efforts in response to process improvements, new technologies, or organizational shifts.

• A degree or equivalent professional qualification in business management, operations, or a related field.
• Further qualifications or experience to demonstrate Contact Centre expertise
• Extensive experience working within a Contact Centre environment
• Expertise in managing large teams covering multiple departments
• Deep understanding of contact centre operations, including workforce management, service level management, and quality assurance
• Experience managing senior stakeholders, leading change, and implementing operational improvements
• Solid background in performance management, including developing frameworks and reporting for oversight and value add insight.
• Strong problem-solving abilities and a results-oriented approach.