Head of Primary Care Contact Centre Operations

Head of Primary Care Contact Centre Operations
HCA Healthcare

Europe, United Kingdom, Wales, Prestatyn

Oops! You need to have an account to use this feature

Sign up to access features including all filters, job matching, dashboard, apply service, etc.

Compatibility Score

Compatibility Score / Job Matching

This unique feature shows a score indicating how closely this job matches the preferences you set in your profile.

Access to this feature requires signing up.

N/A
Salary

Rank

Senior Manager

Responsibility

Site Lead

Scope

Regional

Workplace

100% in office

Functions

Customer Service

HR

IT

Supply Chain

Reports to

Contact Centre Director

Level

N-3

Travel Max:

0%

Posting Date

01-14-2025

Description

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.

Head of Primary Care Contact Centre Operations

Key Responsibilities

  • 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.

Qualification & Requirements

  • 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.

Benefits

  • 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave
  • Private Healthcare Insurance for treatment at our leading hospitals
  • Private pension contribution which increases with length of service
  • Season Ticket Loan and Cycle to Work scheme.
  • Group Life Assurance from day one
  • Critical illness cover
  • Enhanced Maternity and Paternity pay
  • Corporate staff discount for all facilities including Maternity packages at The Portland
  • Comprehensive range of flexible health, protection and lifestyle benefits to suit you
  • Discounts with over 800 major retailers

Company Profile

HCA Healthcare
Industry

Hospitals and Healthcare

Revenue

$60.23B

Employees

283,000

Fortune 500 Rank

#66

Global 500 Rank

#226

View Company Profile