Head - Contact Centre - Healthcare

About the role

We are seeking a senior leader to head our healthcare contact centre, responsible for shaping strategy, driving performance and delivering an exceptional patient experience across multiple sites.

Key responsibilities

• Develop and execute a contact‑centre strategy aligned with business objectives and customer‑experience goals.
• Oversee daily operations of inbound and outbound teams, ensuring optimal resource allocation, performance management and process compliance.
• Lead adoption of advanced contact‑centre technologies such as AI, IVR, CRM systems and analytics platforms.
• Analyse financial reports, forecast trends and recommend strategic investments.
• Design and implement customer‑engagement initiatives to maximise satisfaction, retention and Net Promoter Score.

Required profile

• Minimum 20 years of progressive experience in contact‑centre or customer‑service operations.
• Domain experience in healthcare.
• Proven track record managing large‑scale, multi‑site teams of 500+ employees.
• Expertise in digital transformation, customer‑experience management and service excellence.
• Strong analytical, financial and commercial acumen.

Required skills

• Artificial Intelligence (AI) applications for contact centres.
• Interactive Voice Response (IVR) systems.
• Customer Relationship Management (CRM) platforms.
• Analytics and reporting tools for performance and financial insights.