Call Centre Manager

Optegra Eye Health Care; Manchester; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Generous salary up to £55,000

Matched pension contributions

33 days annual leave

Flexible working

Funded training & development

Annual STAR awards

Blue Light Card discounts

Free laser eye treatment

Private Healthcare

24/7 GP appointments

Enhanced maternity/paternity leave

Cycle to work

Season ticket loan

Job summary

Optegra Eye Healthcare in Manchester is seeking an experienced Call Centre Manager to lead a high-performing team delivering exceptional patient service across NHS channels and clinics. You will mentor staff, optimise rosters, and ensure compliance with healthcare standards while driving growth objectives.

The role offers funded training, a strong benefits package, and a 5-day in-office schedule at our Didsbury site.

Qualifications

• Proven experience leading high-volume contact centres, preferably healthcare/NHS.
• Minimum 5 years in relevant leadership roles.
• Strong track record of developing multi-disciplinary teams.
• Experience delivering KPI/SLAs and healthcare targets.

Responsibilities

• Lead a high-performing multi-disciplinary team delivering first-class contact centre service to patients and customers.
• Ensure the team is skilled, motivated and aligned with Optegra’s growth objectives.
• Oversee efficient management of patients across hospital sites and drive KPIs and targets.
• Support growth and excellence initiatives across the organisation.

Skills

Contact centre management

Healthcare/NHS experience

Team leadership

KPI/SLAs

Resource planning

Job description

Optegra has an exciting new job opportunity for an experienced Call Centre Manager to join our amazing and dynamic team in Manchester. This is a great opportunity to join a forward-thinking business and benefit from our fantastic fully funded training and development programs. This position is based 5 days a week at our Didsbury office, where you’ll provide strong leadership and operational support to our Call Centre team, helping us deliver an exceptional patient experience.

Company Overview

Optegra Eye Healthcare has been proudly recognised as one of 115 Best Big Places to Work 2025 as awarded by the Sunday Times. We are committed to creating an exceptional working environment where our people thrive. Join us and be part of a team that values your growth, wellbeing, and contribution every step of the way.

Benefits

We are rated as a ‘great place to work’ and here are some of our amazing benefits:

• Generous salary which is reviewed annually. This role pays up to £55,000 dependent on experience
• Generous matched pension contributions
• 33 days annual leave inclusive of bank holidays
• Flexible working and SMART working schemes - because we believe in work life balance
• Funded training and development - because we believe in our people
• Celebrating your anniversaries - because we value loyalty and commitment
• Annual STAR awards
• Blue Light Card (amazing discounts online and on the high street)
• Free laser eye treatment for you and 20% discount for friends and family
• Private Healthcare, 24/7 GP appointments, free Physio and counselling for your wellbeing
• Enhanced maternity and paternity leave
• Cycle to work scheme and season ticket loan

The Role

You will lead a high-performing, multi-disciplinary team that delivers a first-class contact centre service delivering exceptional service to our patients and customers, across both clinical and administrative NHS channels. Responsible for ensuring the team is fully skilled, motivated, and aligned with Optegra’s growth objectives. This role will oversee the efficient management and processing of patients across all hospital sites, driving the achievement of key performance indicators (KPIs) and supporting the organisation’s ambitious growth and excellence targets.

What You’ll Need

• Proven experience in managing a high-volume contact centre, ideally within a healthcare or NHS environment, with responsibility for both clinical and non-clinical service lines. Minimum 5 years experience
• Strong track record of leading and developing multi-disciplinary teams, including administrative, scheduling, and clinical support staff.
• Demonstrated ability to deliver operational excellence, with hands-on experience managing performance against KPIs, SLAs, and national healthcare targets (e.g., RTC/RTT).
• Experience working in or alongside NHS services, with a solid understanding of NHS referral pathways, patient booking processes, and healthcare compliance standards.
• Expertise in resource planning, rota management, and workforce optimisation, including demand forecasting and capacity planning.
• Experience in healthcare operations, business management, or a related field.
• Strong leadership and people management skills, with the ability to motivate, coach, and develop high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build effective relationships across clinical and non-clinical teams.

Optegra is proud to be an inclusive business where you can enjoy the career you want, without changing the person you are. We’re welcoming to all, working together as a supportive team, respecting the uniqueness of every individual we work with.

We may close this vacancy once we have received sufficient applications.