Dental Call Center Operations Manager

4 days ago


West Covina, California, United States Children's Dental FunZone Full time

Job Summary:

We are seeking a highly skilled Call Center Manager to lead our team of call center agents and ensure exceptional customer service for Children's Dental FunZone. As a key member of our operations team, you will be responsible for developing and implementing call center strategies to drive business growth and improve customer satisfaction.

Key Responsibilities:

  • Team Leadership: Lead and manage a team of call center agents to achieve exceptional customer service and meet performance metrics.
  • Call Center Strategy: Develop, implement, and monitor call center KPIs such as service levels, answer rates, call conversion, and customer satisfaction scores.
  • Agent Development: Oversee hiring, onboarding, training, and development of call center agents to ensure they have the skills and knowledge needed to succeed.
  • Process Improvement: Analyze call center data to identify areas for improvement and implement process changes to increase efficiency.
  • Culture and Communication: Maintain a positive work environment, fostering a culture of teamwork and collaboration, and develop strong relationships with offshore team leads for smooth communication and goal alignment.
  • Business Partnerships: Partner with the Regional Operations Team and Dental Office Manager to ensure company goals are met and develop strong business relationships.
  • Compliance: Adhere to all company policies, procedures, and industry regulations.

Requirements:

  • Experience: At least 5 years of experience in call center management, with a focus on managing remote or offshore teams highly desired.
  • Track Record: Proven track record of success in achieving call center KPIs.
  • Skills: Strong analytical skills with experience in utilizing call center data to identify trends and opportunities for improvement, excellent communication, interpersonal, and leadership skills.
  • Training and Development: Experience in developing and delivering training programs for call center agents.
  • Technical Skills: Proficiency in Microsoft Office Suite and Google Office, familiarity with onboarding new call center software is advantageous.

Benefits:

  • Medical, Dental, and Vision Insurance.
  • Flexible Spending Account.
  • 401K Retirement Plan.
  • Employee Discounts.
  • Vacation and Sick leave.
  • Endless opportunities for career growth within the company.
  • Monthly Bonuses.
  • 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.
  • Hourly Pay + Benefits + Monthly Bonuses.


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