Head of Contact Centre Operations

About the role

As Head of Contact Centre Operations you will lead a large‑scale, customer‑focused operation that delivers service and support to customers, patients and healthcare professionals. You will be responsible for operational excellence, leadership development and ensuring a consistently high‑quality customer experience while supporting growth and transformation.

Key responsibilities

• Lead the performance and day‑to‑day management of a complex contact centre, overseeing both customer service and specialist support teams.
• Maintain the highest standards of quality, compliance, customer experience and service delivery.
• Accountable for service performance, workforce planning, resource management, operational governance and continuous improvement initiatives.
• Drive efficiencies, optimise processes, manage operational risk and develop scalable ways of working.
• Collaborate with senior leaders and stakeholders to keep the function customer‑focused, commercially effective and aligned with organisational objectives.

Required profile

• Proven operational leader with extensive experience managing large‑scale contact centre or customer operations environments.
• Track record of leading high‑performing teams, improving performance and delivering change or transformation programmes.
• Experience managing multiple teams and developing leadership capability.
• Data‑driven decision‑making using KPIs, service metrics, workforce planning and operational insight.
• Strong stakeholder management skills with the ability to influence, collaborate and build relationships across functions and seniority levels.