At a Glance
- Tasks: Lead a transformative programme across multiple contact centre sites in the UK.
- Company: Join a leading UK Healthcare organisation driving significant change.
- Benefits: Competitive interim contract with opportunities for professional growth.
- Other info: Fast-paced environment with regular travel to various UK locations.
- Why this job: Make a real impact on customer operations and service delivery.
- Qualifications: Experience in managing complex contact centre programmes and technology changes.
The predicted salary is between 50000 - 65000 £ per year.
Location: UK (with regular travel to regional sites)
Contract: Interim (6 months +)
Start Date: ASAP
We are supporting a leading UK Healthcare organisation undergoing significant transformation across its customer operations and are seeking an experienced Interim Contact Centre Programme Manager to lead a complex, multi-site programme. This role will take ownership of a large-scale transformation spanning people, process, and technology across a distributed contact centre network.
The Role
Reporting into the Chief Transformation Officer, you will be responsible for end-to-end programme delivery across contact centre operations, ensuring strategic objectives are achieved and benefits realised.
Key responsibilities include:
- Leading a large-scale contact centre transformation programme across multiple UK sites
- Managing workstreams across operations, technology, customer experience, and workforce planning
- Driving improvements in service delivery, operational efficiency, and customer outcomes
- Overseeing implementation of CRM, omnichannel, digital, or automation solutions
- Establishing robust governance, reporting, RAID management, and programme controls
- Engaging and influencing senior stakeholders, including C-suite
- Ensuring alignment between business, IT, and operational teams
Key Requirements
- Proven experience delivering complex programmes within call / contact centre environments
- Strong track record managing multi-site, UK-wide transformation initiatives
- Experience delivering technology-enabled change (e.g. CRM, CCaaS, automation, digital channels)
- Deep understanding of contact centre KPIs such as AHT, CSAT, FCR, SLA performance
- Strong programme governance and delivery expertise (e.g. MSP, Prince2, Agile)
- Excellent stakeholder management skills with the ability to operate at Exec level
- Comfortable working in fast-paced, ambiguous interim environments
- Willingness to travel regularly across UK locations
Interim Programme Manager - Call / Contact Centre in England employer: JSS
As a leading UK Healthcare organisation, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our commitment to transformation not only enhances our customer operations but also provides our team with unique opportunities to lead impactful projects across multiple sites, ensuring that every employee plays a vital role in shaping the future of healthcare services. Join us and be part of a forward-thinking team that values innovation, collaboration, and excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Programme Manager - Call / Contact Centre in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and contact centre sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company’s recent projects and challenges. Tailor your responses to show how your experience aligns with their transformation goals. We want you to shine, so practice articulating your achievements in managing complex programmes!
✨Tip Number 3
Showcase your expertise in technology-enabled change. Be ready to discuss specific tools and methodologies you've used, like CRM systems or Agile frameworks. This will demonstrate your capability to lead the transformation they’re looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that interim role!
We think you need these skills to ace Interim Programme Manager - Call / Contact Centre in England
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Interim Programme Manager. Highlight your experience in managing complex programmes, especially in contact centre environments. We want to see how your skills align with the key responsibilities listed in the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past successes in leading transformation initiatives and how you’ve engaged with senior stakeholders. We love a good story!
Showcase Relevant Achievements:When detailing your experience, focus on achievements that demonstrate your ability to drive improvements in service delivery and operational efficiency. Use metrics where possible to quantify your impact. We’re all about results here at StudySmarter!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at JSS
✨Know Your Programme Management Frameworks
Make sure you brush up on your knowledge of programme management methodologies like MSP, Prince2, and Agile. Be ready to discuss how you've applied these frameworks in past roles, especially in contact centre environments.
✨Showcase Your Stakeholder Engagement Skills
Prepare examples that highlight your experience in engaging and influencing senior stakeholders. Think about specific situations where you successfully navigated complex relationships and drove alignment between business and operational teams.
✨Demonstrate Your Understanding of KPIs
Familiarise yourself with key contact centre KPIs such as AHT, CSAT, FCR, and SLA performance. Be prepared to discuss how you've used these metrics to drive improvements in service delivery and operational efficiency in previous roles.
✨Be Ready for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills in fast-paced, ambiguous environments. Think through potential challenges you might face in this role and how you would approach them, particularly regarding technology-enabled change.
