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,