Interim Programme Manager - Call / Contact Centre
Posted Today by JSS
Negotiable
Undetermined
Undetermined
England, United Kingdom
Summary: The Interim Programme Manager for the Call/Contact Centre will lead a significant transformation initiative within a leading UK Healthcare organization, focusing on multi-site operations. This role involves overseeing the delivery of a complex programme that integrates people, processes, and technology to enhance customer operations. The successful candidate will report to the Chief Transformation Officer and engage with senior stakeholders to ensure strategic objectives are met. Regular travel to regional sites across the UK is required for this position.
Key Responsibilities:
- 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 Skills:
- 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
Salary (Rate): undetermined
City: undetermined
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Interim Programme Manager - Call / Contact Centre
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