Are you an amazing Call Center Manager ready to make a difference in a rapidly growing Pediatric Dental Practice? Look no further! We're expanding our team across multiple locations, offering endless opportunities for growth and development.
Responsibilities:
- Lead and manage a team of call center agents, both domestic and offshore, to ensure exceptional customer service and meet performance metrics.
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Develop, implement, and monitor call center KPIs such as service levels, answer rates, call conversion, and customer satisfaction scores.
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Oversee hiring, onboarding, training, and development of call center agents.
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Analyze call center data to identify areas for improvement and implement process changes to increase efficiency.
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Maintain a positive work environment, fostering a culture of teamwork and collaboration.
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Develop and maintain strong relationships with offshore team leads for smooth communication and goal alignment.
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Partner with the Regional Operations Team and Dental Office Manager to ensure company goals are met.
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Adhere to all company policies, procedures, and industry regulations.
Desired Profile/Background:
- At least 5 years of experience in call center management, with a focus on managing remote or offshore teams highly desired.
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Proven track record of success in achieving call center KPIs.
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Strong analytical skills with experience in utilizing call center data to identify trends and opportunities for improvement.
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Excellent communication, interpersonal, and leadership skills.
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Experience in developing and delivering training programs for call center agents.
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Proficiency in Microsoft Office Suite and Google Office.
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Familiarity with onboarding new call center software is advantageous.
Benefits:
- Medical, Dental, and Vision Insurance.
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Flexible Spending Account.
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401K Retirement Plan.
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Employee Discounts.
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Vacation and Sick leave.
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Endless opportunities for career growth within the company.
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Monthly Bonuses.
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Employee Referral Incentive Program.
Job Type:
- Full-Time: Monday to Friday, 8:00 a.m. - 5:00 p.m. Some Saturdays, 8:00 a.m. - 2:00 p.m.
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Hourly Pay + Benefits + Monthly Bonuses.
Ready to make a positive impact and grow your career with us? Apply now and become part of our dynamic team!