We are seeking an experienced and strategic Head of Contact Centre to lead and transform our clients medical reporting function within a fast-paced medical environment. This is a critical leadership role responsible for delivering outstanding performance to our clients critical partners.
This role is pivotal in maintaining our clients reputation for reliable services, ensuring that operational decisions are informed by real time data, service insights, and a commitment to exceptional client care.
Role: Head of Contact Centre (night shift)
Location: Remote (only open to UK residents with the right to work)
Salary: c80k + bonus + bens
******** PLEASE NOTE ******** This role is remote. This role is a night shift role with varying shifts between 4.30pm and 8.30am and for that reason we are ideally seeking someone who has experience of working in a night shift operation.
The role holder will oversee a large and diverse team of 24/7 medical reporting specialists and will lead contact centre operations, scheduling, allocations, continuous improvement, service coordination while fostering a culture of accountability, teamwork, and high performance.
You will oversee a high-performing team clinical support services, ensuring that every interaction reflects the highest standards of care, empathy, and efficiency.
Key Responsibilities
* Provide strategic leadership and direction for the contact centre, aligning operations with organisational goals and patient outputs
* Be curious and consistently review operational performance recommending change and continuous improvements to the board.
* Forecast demand, plan shift coverage, and optimise workflow to maintain resilience within a 24/7 service model.
* Drive performance through KPIs, SLAs, and continuous improvement initiatives
* Lead, mentor, and develop team leaders and advisors to build a resilient, patient-focused culture
* Build strong relationships with internal and external stakeholders to support seamless service delivery.
* Identify opportunities to streamline processes, reduce waste, and enhance service reliability.
* Lead or contribute to operational transformation projects, system upgrades, and automation initiatives.
* Implement and enhance contact centre technologies, including CRM and telephony systems
* Analyse data and insights to improve service delivery and patient satisfaction
In this role we need:
* Highly experienced in leading a Contact Centre operation
* Someone who has worked across a nightshift estate
* Proven to work well under pressure and deadlines
* Proven experience in strategically improving operational delivery
* Demonstrated ability to lead large teams and drive cultural change
* Data-driven mindset with strong analytical and problem-solving skills