- Company Name
- Clinical Partners
- Job Title
- Head of Contact Centre Operations
- Job Description
-
**Job Title:** Head of Contact Centre Operations
**Role Summary:**
Lead and scale inbound patient contact operations (phone, email, chat) for a mental health service, ensuring high quality, regulatory compliance, and continuous improvement while fostering a culture of accountability and empathy.
**Expectations:**
- Drive performance and service excellence across a large, multi‑channel contact centre.
- Own first‑touch quality, tone consistency, and patient experience metrics.
- Partner cross‑functionally with Clinical, IT, and Operations teams.
- Lead workforce planning, training, and process optimisation in a fast‑growing environment.
**Key Responsibilities:**
- Manage a team of agents and team leads, cultivating high performance, accountability, and development.
- Monitor and manage daily SLAs, KPIs, and quality assurance across phone, email, and chat channels.
- Develop and optimise contact centre operations using Salesforce Service Cloud, automation, and AI tools.
- Champion tone, consistency, and quality in all patient interactions.
- Analyze contact volumes, satisfaction scores, resolution times, and other metrics to inform workforce planning, training needs, and process improvement.
- Ensure all activities meet regulatory, safeguarding, and data protection standards.
- Collaborate with Clinical, IT, and Operations to strengthen escalation pathways and align communication across the organization.
**Required Skills:**
- Proven experience leading large, inbound contact centre operations in healthcare, mental health, or regulated sectors.
- Expertise in performance management: SLAs, service level monitoring, and quality assurance.
- Proficiency with CRM/contact systems (especially Salesforce Service Cloud) and automation/digital tools.
- Strong empathetic leadership, motivating and developing teams while balancing efficiency with compassion.
- Process improvement mindset with a track record of enhancing customer experience and streamlining internal processes.
- Resilience, adaptability, and calm under pressure in a rapidly changing, scaling environment.
- Growth mindset and ability to build structure within evolving operations.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Healthcare Administration, Operations Management, or related field.
- Relevant certifications in contact centre management, customer experience, or CRM (e.g., Salesforce Service Cloud certification) preferred.
- DBS check required.