Communication Center Director

4 weeks ago


Woodstock, United States D4C Dental Brands Full time
D4C Dental Brands is seeking a Communications Center Director to lead our team in Woodstock, GA Experience and Education:
  • 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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