Communication Center Director
4 weeks ago
- Bachelor's degree in relevant discipline.
Responsibilities:
- Create effective customer service procedures, policies, and standards.
- Ability to review/refine processes and look at opportunities to establish efficiencies.
- Develop objectives for the call center’s day-to-day activities.
- Map the customer’s journey and address any funnels and bottlenecks.
- Conduct periodic surveys of customers and potential customers to ensure quality control.
- Collect and analyze call center statistics (hold times, abandoned calls, customer service metrics.
- Prepare reports for different departments and upper management.
- Conduct effective resource planning to maximize the productivity of resources.
- Ensure that technology is utilized to a maximum.
- Hire, coach, and provide training to personnel to maintain high customer service standards.
Skills and Abilities:
- Must be detailed and methodical. Have the expertise to drill down.
- Expert in Hiring, training, coaching, leading, and continually raising the bar.
- Must be an organized, reliable, and results-driven professional.
- Proficient in MS Office and call center equipment/software programs.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Proven experience as a call center manager or similar position.
- 3+ years of experience in telemarketing or an inbound call center environment.
- Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Outstanding communication and interpersonal skills.
About D4C Dental Brands:
Exclusively Supporting Pediatric and Orthodontic Practices.As the fastest growing and largest pediatric dental and orthodontic specialty network in the United States; our success comes from our focus on supporting high quality patient care and our shared vision of “Raising the Standard in children’s oral health."
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