Contact Centre Implementation Lead (Healthcare)
Posted 1 week ago by TechNet IT Recruitment (Permanent)
Negotiable
Undetermined
Hybrid
Harlow, UK
Summary: The Contact Centre Implementation Lead (Healthcare) role is a 12-month fixed-term contract based in Harlow, UK, focusing on leading transformational initiatives within a clinical homecare provider's contact centre operations. The position involves coordinating various projects, engaging stakeholders, and supporting training and documentation efforts to enhance efficiency and patient engagement. The ideal candidate will have experience in contact centre operations, particularly in healthcare, and possess strong analytical and communication skills. This role offers a hybrid working arrangement, combining on-site and remote work.
Key Responsibilities:
- Programme coordination: Lead day-to-day execution of contact-centre transformation initiatives across telephony, digital channels, outbound calling and data-driven improvements.
- Stakeholder engagement: Liaise with internal teams and external partners to ensure milestones are met and risks are escalated.
- Process documentation: Collaborate with the transformation specialist to document new workflows and create user guides.
- Training support: Contribute to training materials and onboarding packs to ensure sustainable adoption.
- Analytics & reporting: Monitor KPIs (call volumes, routing logic, deflection rates, productivity) and support data dashboards and weekly progress reports.
Key Skills:
- Proven experience in contact-centre operations, ideally within healthcare or another regulated sector.
- Familiarity with Connex telephony and workforce management (WFM) tools.
- Strong analytical skills (Excel, Power BI) and ability to present data insights.
- Understanding of digital channels (SMS, WhatsApp, webchat, mobile app) and patient engagement strategies.
- Excellent communication and stakeholder management skills.
- Able to document processes clearly and support training delivery.
- Comfortable working at pace in a transformation-focused environment.
Salary (Rate): undetermined
City: Harlow
Country: UK
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Contact Centre Implementation Lead (Healthcare) - 12-Month Contract (Harlow/Hybrid)
Technet IT has partnered with a leading provider in the clinical homecare industry to recruit a Contact Centre Implementation Lead. Our partner delivers medications, nursing services and healthcare support to patients across the UK and employs over 1,400 professionals. This role will spearhead a transformational programme across their contact centre operations.
The Opportunity
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Contract: 12-month fixed-term contract with potential for extension.
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Location: Harlow (hybrid working - on-site and remote).
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Start: ASAP.
Key Responsibilities
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Programme coordination: Lead day-to-day execution of contact-centre transformation initiatives across telephony, digital channels, outbound calling and data-driven improvements.
-
Stakeholder engagement: Liaise with internal teams and external partners to ensure milestones are met and risks are escalated.
-
Process documentation: Collaborate with the transformation specialist to document new workflows and create user guides.
-
Training support: Contribute to training materials and onboarding packs to ensure sustainable adoption.
-
Analytics & reporting: Monitor KPIs (call volumes, routing logic, deflection rates, productivity) and support data dashboards and weekly progress reports.
Ideal Candidate Profile
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Proven experience in contact-centre operations, ideally within healthcare or another regulated sector.
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Familiarity with Connex telephony and workforce management (WFM) tools.
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Strong analytical skills (Excel, Power BI) and ability to present data insights.
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Understanding of digital channels (SMS, WhatsApp, webchat, mobile app) and patient engagement strategies.
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Excellent communication and stakeholder management skills.
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Able to document processes clearly and support training delivery.
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Comfortable working at pace in a transformation-focused environment.
Desirable Extras
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Experience with CRM systems such as Navision or MazikCare.
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Exposure to transformation programmes or service redesign.
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Knowledge of patient services, chronic-illness therapies or pharmaceutical logistics.
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Instructional design or training delivery experience.
If you're excited about leading change in a large healthcare organisation and have the skills to drive a 33% uplift in efficiency through telephony and digital innovation, we'd love to hear from you. Let Technet IT connect you with this opportunity today!