Job Description

Join Our Team as a Call Center Manager!

Are you an amazing Call Center Manager ready to make a difference in a rapidly growing Pediatric Dental Practice? Look no further! We're expanding our team across multiple locations, offering endless opportunities for growth and development.

Responsibilities:

• Lead and manage a team of call center agents, both domestic and offshore, to ensure exceptional customer service and meet performance metrics.
• Develop, implement, and monitor call center KPIs such as service levels, answer rates, call conversion, and customer satisfaction scores.
• Oversee hiring, onboarding, training, and development of call center agents.
• Analyze call center data to identify areas for improvement and implement process changes to increase efficiency.
• Maintain a positive work environment, fostering a culture of teamwork and collaboration.
• Develop and maintain strong relationships with offshore team leads for smooth communication and goal alignment.
• Partner with the Regional Operations Team and Dental Office Manager to ensure company goals are met.
• Adhere to all company policies, procedures, and industry regulations.

Desired Profile/Background:

• At least 5 years of experience in call center management, with a focus on managing remote or offshore teams highly desired.
• Proven track record of success in achieving call center KPIs.
• Strong analytical skills with experience in utilizing call center data to identify trends and opportunities for improvement.
• Excellent communication, interpersonal, and leadership skills.
• Experience in developing and delivering training programs for call center agents.
• 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.

Ready to make a positive impact and grow your career with us? Apply now and become part of our dynamic team!

Job Tags

Hourly pay, Full time, Offshore, Flexible hours, Saturday, Monday to Friday,

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