Call Center Supervisor

3 weeks ago

West Sacramento, United States Neptune Dental Management Full time $65,000 - $75,000
Job DescriptionJob Description

Do you desire professional and personal fulfillment in your career? Do you want to be part of an organization that is interested in your professional growth? Do you want to work for a company that is dedicated to both quality patient care with a positive workplace and family atmosphere? Look no more

Welcome to Image Specialty Partners We are looking for a responsible, outgoing, organized and collaborative Customer Call Center Supervisor to join our team. If you are a motivated self-starter and have a strong work ethic and prior orthodontic call center experience, we would like to hear from you.

At Image Specialty Partners, we have modern, state-of-the-art orthodontic practices anyone would be proud to be affiliated with. We recognize that our team members are part of the Image Specialty Partners family where we provide outstanding professional, financial, and personal growth for your career. Our practices provide excellent patient care and our team members are appreciated and respected as professional colleagues.

Overview

The Customer Call Center is the contact point and voice of the practices and handles incoming calls for new patients, office overflow and professional callers. The role of the Customer Call Center Supervisor is to monitor and coach all Customer Call Center Representatives to ensure they provide the highest-level of customer service to assist callers and patients with information regarding treatments, services, insurances and financial items. The Call Center Supervisor is a detailed-oriented, results-driven leader that will ensure all incoming calls are answered, routed to appropriate offices and team members, and capturing of all caller information is accurate and reported. The Call Center Supervisor is passionate about the Image Orthodontics brand/offering and customer/patient experience, and leads and inspires the Call Center Representatives to drive conversion of leads and referrals to new patients.

Primary Job Responsibilities

  • Lead day-to-day operations of the Customer Call Center, ensuring efficient resource use, accurate call data reporting, and effective service delivery.
  • Oversee workflow, monitor quality metrics, and streamline operational efficiencies.
  • Train, coach, and develop staff, resolving complex issues, and acting as a communication link between the team and leadership.
  • Ensure staff provides accurate information on company services/products and delivers top-tier customer service.
  • Monitor and coach representatives on call handling, customer engagement, and promoting services.
  • Manage inbound and outbound calls, ensuring timely and accurate responses, including scheduling appointments and addressing inquiries.
  • Maintain and improve Call Center KPIs, compiling regular reports on performance.
  • Address personnel and performance issues diplomatically, and manage clerical tasks such as ordering supplies.

Qualification Requirements

  • Associates or Bachelors Degree Required
  • 5-7 years of customer service experience in orthodontic or medical call center; at least 5 years in supervisory role.
  • Going Above & Beyond + Execution: You love what you do and you get things done. You are accountable for your projects and supporting your cross functional partners. This is not a position for someone who delegates to others.
  • Team Work & Interpersonal skills: You have excellent interpersonal skills and ability to work effectively with people at all levels. You are a team player.
  • Efficiency: You like to get things done, and get them done efficiently: You must be a self-starter, detail-oriented, deadline-oriented, organized, resourceful, and have the ability to coordinate projects from start to finish.
  • Integrity: You have sound judgment and honest, dependable, and loyal. You do the right thing when no one is watching
  • Demonstrated knowledge of contact center operations; familiar with Automated Call Distributor, Interactive Voice Response, Workforce Management and Customer Relationship Management.
  • Proficient with contact center voice and data management systems and able to quickly learn new software; knowledge of contact center practices with strong analytical and problem-solving skills.
  • Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.
  • Organized, and having a friendly and engaging demeanor.
  • Outstanding communication skills (both written and oral), active listening, problem-solving skills and organizational skills.
  • Project management skills necessary to perform certain job functions, such as scheduling, data entry and reporting.
  • Knowledge of insurances.
  • Proficient in Google Sheets, Docs, Microsoft Excel, Gmail, Data Entry
  • Some knowledge of CRM systems

About Us

Image Specialty Partners is a doctor-led dental partnership organization throughout Northern California and Oregon. We believe that a healthy, beautiful smile is more than just an aesthetic feature – it is a catalyst for confidence and self-esteem. Guided by our fundamental values of Integrity, Efficiency, Teamwork, and Going Above and Beyond, we are committed to excellence in every facet of our work and providing the best experience for our patients.

EEO Statement

Image Specialty Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences, and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other status protected by law.

Wage Transparency Statement

In compliance with California law, Image Specialty Partners is obligated to provide a reasonable estimate of the compensation range for this role. The actual salary will be determined based on the candidates qualifications, experience, and other job-related factors.



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