Head of Contact Centre Operations

Overview

In this senior role, you lead Coloplast’s contact centre operations to ensure an outstanding, compliant customer experience for patients, customers and healthcare professionals. You drive operational excellence, governance and continuous improvement while enabling growth and transformation. You balance long-term strategy with a fast-paced delivery environment, developing leadership capability and scalable ways of working. You join a values-led, globally minded team focused on service quality and customer outcomes.

Responsibilities

• Overall performance and day-to-day leadership of a complex contact centre function
• Lead both customer service and specialist support teams to deliver high-quality service
• Ensure quality, compliance and delivery standards across the operation
• Develop and execute operational strategy aligned to business objectives
• Manage workforce planning, resources, governance, and risk
• Drive efficiencies, optimise processes and scalable operating models for growth
• Lead continuous improvement initiatives and change programmes
• Collaborate with senior stakeholders to maintain customer focus and commercial effectiveness

Key requirements

• Proven operational leader with experience in large-scale contact centre or customer operations
• Track record of leading high-performing teams and delivering transformation
• Experience managing multiple teams and developing leadership capability
• Data-driven decision making using KPIs and service metrics
• Strong stakeholder management and ability to influence across functions and levels
• Ability to combine strategic thinking with operational excellence and customer focus

• accountability
• engagement
• collaboration
• KPIs and service metrics
• workforce planning
• operational insight

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