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Contact Center Team Lead

2 months ago

Glasgow, Glasgow City, United Kingdom NeuroClin Ltd Full time

**Job Summary**

We are seeking a highly skilled and experienced Contact Center Supervisor to join our team at NeuroClin Ltd. As a key member of our Patient Liaison team, you will play a critical role in ensuring the smooth operation of our contact center.

**Key Responsibilities**

  • Team Leadership: Supervise and motivate a high-performing Patient Liaison team to achieve exceptional results.
  • Induction and Training: Develop and implement effective induction programs to ensure new employees are equipped to perform their roles efficiently.
  • Staffing and Scheduling: Prepare and manage staffing schedules to meet business needs, both within regular working hours and during out-of-hours periods.
  • Hybrid Working: Implement and manage hybrid working arrangements to ensure a healthy work-life balance for team members.
  • Team Communication: Ensure team members are informed and up-to-date on relevant information to perform their roles effectively.
  • Workflow Optimization: Organize workflows to maximize efficiency and achieve appointment goals.
  • Quality Monitoring: Regularly monitor the quality of calls and appointments, response times, and provide constructive feedback and coaching to team members.
  • Staff Management: Manage staff sickness and absence, ensuring minimal disruption to the team.
  • Team Motivation: Foster a positive and achievement-oriented team culture, encouraging staff to excel in their roles.
  • Triage Support: Participate in the triage team, taking calls and performing other tasks as required.
  • Data Management: Ensure accurate data entry and maintenance of the Clinical Trial Management System.
  • Correspondence: Assist in producing high-quality appointment letters and other correspondence.
  • Medical Liaison: Liaise with the Medical Team to ensure accurate information on inclusion/exclusion medications and medical conditions is shared and updated.
  • Portal Maintenance: Assist in maintaining the Join Dementia Research website and other third-party portals.
  • Compliance: Ensure adherence to the General Data Protection Regulation.
  • Performance Management: Assist with performance management and attendance management, providing coaching to staff as needed.
  • Deputy Manager: Deputize for the Patient Services Manager in their absence.