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.