CCP are delighted to be partnering with a fantastic client based for their Barcelona-based operation. We’re seeking a compassionate and inspiring Regional Contact Center Manager to guide our regional contact centre team in delivering truly patient-centred care. This role is essential in shaping meaningful, supportive experiences for every patient, ensuring each interaction is met with empathy, understanding, and genuine care. The ideal candidate leads with heart, builds trust through thoughtful service, and is deeply committed to creating comforting, positive experiences while maintaining excellence in day-to-day operations.
  
Job Title: Regional Contact Centre Manager
Salary: €65,000 - €80,000
Office: Barcelona
Logistics: Office-Based
Reports To: Head of Global Contact Centres
Languages: Spanish & English (Requirement) + Italian (Beneficial)
  
This role requires an on-site presence within the customer service contact centre in Barcelona, and requires a leader who is passionate about people, culture, and continuous improvement. Key responsibilities include:
  
Patient Experience: Create a welcoming and supportive experience for every patient by providing empathetic, compassionate care. Ensure each interaction is handled with sensitivity, respect, and professionalism, helping patients feel heard, supported, and valued.
  
Team Leadership: Lead, inspire, and nurture a team of Client Care Advisors in a positive, caring, and motivating environment. Support their growth through regular coaching, meaningful feedback, performance conversations, and ongoing professional development.
  
Operational Excellence: Ensure the contact centre operates smoothly and reliably, with a strong focus on quality, consistency, and patient outcomes. Champion best practices that streamline workflows and enhance the overall patient experience.
  
Insight-Led Decision Making: Use data and insights thoughtfully to improve patient care and operational performance. Monitor key performance indicators (KPIs) to identify trends, uncover opportunities, and drive meaningful improvements and innovation.
  
Performance & Accountability: Set clear, achievable goals and support the team in reaching them. Monitor performance closely, addressing challenges proactively and using data to focus attention where it matters most for patients and the team.
  
Continuous Improvement: Champion a culture of continuous improvement by identifying opportunities to enhance patient care and operational efficiency. Clearly communicate progress and outcomes, ensuring concerns are addressed with care and transparency.
  
Compliance & Quality: Uphold the highest standards of compliance with healthcare regulations and internal policies. Ensure all team members are well-trained, informed, and supported in meeting compliance and quality expectations.
  
Technology & Innovation: Leverage technology to simplify processes and improve both patient and team experiences. Stay informed on emerging tools and innovations, thoughtfully integrating solutions that enhance care delivery and operational effectiveness.
  
If this role resonates with you and your experience feels like a good fit, we’d love to hear from you. Please apply online and we’ll aim to respond within 72 hours.