Strategic Call Center Operations Manager

5 days ago


Lincoln, Nebraska, United States Paradigm Oral Health Full time

Paradigm Oral Health is seeking a visionary leader to serve as the Strategic Call Center Operations Manager. This role will oversee the operations, performance, and development of our call center team across multiple regions.

About Paradigm Oral Health

We are an elite oral surgery company dedicated to providing exceptional patient care and first-class service to our referring doctors. Our mission is to deliver unparalleled patient satisfaction while fostering strong relationships with our providers and teams.

The Role

As a Strategic Call Center Operations Manager, you will lead and manage the call center team, providing guidance, support, and regular feedback to drive individual and team performance. Your primary responsibilities will include:

  • Team Leadership: Lead and manage the call center team, fostering a positive and productive work environment.
  • Performance Monitoring: Conduct regular team meetings, training sessions, and performance evaluations to assess and improve team performance.
  • Staffing and Development: Identify staffing needs, recruit top talent, and develop team members to ensure appropriate practice support.
  • Goal Setting: Set and monitor team goals aligned with Paradigm Oral Health's mission and objectives.
  • Operations Management: Oversee phone operations, appointment scheduling, and ensure accuracy and efficiency.
  • Process Improvement: Develop and execute strategies to optimize call and scheduling workflows, streamline processes, and elevate the customer experience.

You will also be responsible for analyzing performance data to assess areas of improvement and implementing effective solutions. Additionally, you will ensure the team consistently delivers concierge-level customer service and act as the point of contact for escalated patients and referring office concerns.

Requirements

To succeed in this role, you will need:

  • Leadership Experience: Minimum 5 years of experience in customer service, specifically call center, with leadership or supervisory experience preferred.
  • Healthcare Experience: Minimum 2 years of Healthcare or dental industry experience required.
  • Education: High school diploma or equivalent required; additional education or certifications in healthcare administration or related fields preferred.
What We Offer

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience. We also provide a comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching.



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