Contact Centre Implementation Lead

Programme coordination: Lead dayâ€'toâ€'day execution of contactâ€'centre transformation initiatives across telephony, digital channels, outbound calling and dataâ€'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.

Proven experience in contactâ€'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 transformationâ€'focused environment. Desirable Extras Experience with CRM systems such as Navision or MazikCare. Exposure to transformation programmes or service redesign. Knowledge of patient services, chronicâ€'illness therapies or pharmaceutical logistics. 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!

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.