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Call Centre Transformation Manager, east midlands
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Client:
Gleeson Recruitment Group
Location:
east midlands, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
1
Posted:
23.05.2025
Expiry Date:
07.07.2025
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Job Description:
Call Centre Transformation Manager - 12-Month FTC
Location: 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 Opportunity
In 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.
At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.
By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
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