Contact Center Supervisor

Responsibilities:

• Supervise and strive toward a high performing Patient Liaison team.
• Induct new employees into the team with maximum effectiveness in minimum time.
• Prepare staffing schedules both within normal working hours and out with.
• Manage and implement hybrid working.
• Ensure team are updated with relevant information needed to carry out their role.
• Organise workflows to ensure efficiency and achievement of appointment goals.
• Monitor quality of calls and appointments, response times and provide constructive feedback and coaching.
• Manage staff sickness and absence.
• Encourage positivity and achievement within the team.
• Be an active member of the triage team, taking calls and carrying out other team tasks as needed.
• Upload data and ensure the team accurately maintain the Clinical Trial Management System.
• Assist with and ensure that all appointment letters and other correspondence is produced to a high standard.
• Liaise with Medical Team regularly regarding inclusion/exclusion medications and medical conditions and transfer knoweldge and updates.
• Assist with ensuring Join Dementia Research website and any third-party portals is maintained and any other associated tasks.
• Ensure compliance with General Data Protection Regulation.
• Assist with performance management and attendance management and coach staff where required in accordance with HR policies in place and with the assistance of the HR Manager.
• Deputise for the Patient Services Manager in his / her absence.