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Contact Center Supervisor
2 months ago
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.
