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
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