Job Title

Call Centre Transformation Manager - 12-Month FTCScroll down for a complete overview of what this job will require Are you the right candidate for this opportunity 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 ResponsibilitiesReview and assess current contact centre processes to identify gaps and opportunitiesLead the implementation of efficient, patient-focused solutions to support business growthCollaborate with stakeholders to shape and deliver transformation strategiesIntroduce tools such as AI and automation to support staff and reduce repetitive workloadDeliver regular reporting on KPIs, ROI, and process improvements to leadership teamsSupport Team Leaders in developing and upskilling their teamsEnsure performance metrics (e.g. abandoned call rate, response times) are realistic, aligned, and continuously monitoredExplore cost-saving initiatives and minimise operational riskPerformance MeasuresImprovement in patient conversion from enquiry to first appointmentLess than 5% abandoned call rate, with 90% of calls answered within 90 secondsInitial response to email/web enquiries within 2 business hoursIdeal Candidate ProfileProven track record leading operational and technology-driven change within contact centre environmentsExperienced in using Erlang modelling to inform workforce planningStrong knowledge of ACD systems, IVR optimisation, and call centre reporting toolsExperience managing outbound campaigns with measurable successConfident, solutions-focused communicator able to bring stakeholders together and drive changeAdvanced Excel and data presentation skillsResilient, adaptable and passionate about continuous improvementThis 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