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 and engagement with senior stakeholders.
- Why this job: Make a real impact on customer operations and enhance service delivery.
- Qualifications: Proven experience in managing complex contact centre programmes and technology changes.
The predicted salary is between 50000 - 70000 £ 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 employer: JSS
As a leading UK Healthcare organisation, we pride ourselves on being an exceptional employer that values innovation and transformation in customer operations. Our dynamic work culture fosters collaboration and empowers employees to drive meaningful change across multiple sites, offering ample opportunities for professional growth and development. With a commitment to enhancing service delivery and operational efficiency, we provide a supportive environment where your contributions directly impact the lives of those we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Programme Manager - Call / Contact Centre
✨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 needs, especially around transformation and technology. We want you to shine!
✨Tip Number 3
Showcase your achievements! When discussing your past roles, focus on specific outcomes and metrics that demonstrate your impact. Highlight your experience with KPIs and successful programme delivery to grab their attention.
✨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 and engaged with our platform.
We think you need these skills to ace Interim Programme Manager - Call / Contact Centre
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Interim Programme Manager. Highlight your experience in managing complex programmes, especially in call/contact centre environments. We want to see how your skills align with the key requirements 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 transformation initiatives and how you’ve engaged with senior stakeholders. We love a good story!
Showcase Relevant Achievements:When filling out your application, don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you’ve improved service delivery or operational efficiency in previous roles. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at JSS
✨Know Your Programme Management Frameworks
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. This will show that you understand the complexities of managing large-scale transformations.
✨Demonstrate Stakeholder Engagement Skills
Prepare examples of how you've successfully engaged with senior stakeholders, including C-suite executives. Think about specific situations where you influenced decisions or drove alignment between teams. This will highlight your ability to navigate complex organisational structures.
✨Showcase Your Tech Savvy
Since this role involves technology-enabled change, be prepared to talk about your experience with CRM systems, CCaaS, and automation solutions. Share specific examples of how you've implemented these technologies to improve 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 address them. This will demonstrate your readiness to tackle the complexities of the interim position.
