
Head of Primary Care Contact Centre Operations
HCA Healthcare
Europe, United Kingdom, Wales, Prestatyn
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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.
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
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