Call Center Director

Job Summary:

We are seeking an experienced and skilled Call Center Director to join our team. As the Call Center Director, you will be responsible for overseeing all aspects of our call center operations, ensuring efficiency, productivity, and exceptional customer service. You will play a crucial role in setting goals, delegating responsibilities, and implementing programs to enhance employee and customer experiences. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for leading and developing a team.

Key Responsibilities:

• Leadership and Staff Management:
• Lead and manage the day-to-day operations of the call center, including scheduling, staffing, and performance management.
• Hire, onboard, and train call center personnel.
• Provide leadership, coaching, and development opportunities to call center staff, fostering a positive and supportive work environment.
• Operational Excellence:
• Develop and implement strategies to improve call center efficiency and effectiveness, including process improvements and technology enhancements.
• Monitor call center metrics and KPIs to ensure performance goals are met or exceeded.
• Manage escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
• Collaboration and Communication:
• Collaborate with senior leadership.
• Develop and maintain call center policies, procedures, and quality standards.
• Stay informed about industry trends, best practices, and regulatory requirements related to call center operations.
  

Qualifications:

• Proven 5 years of experience in call center management, preferably in the Dental industry.
• Strong leadership and people management skills, with the ability to motivate and inspire a team.
• Excellent communication and people skills, with the ability to interact effectively with customers, employees, the executive leadership team and other stakeholders.
• Proficiency in call center software and technology, with the ability to analyze data and generate reports.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Commitment to delivering exceptional customer service and maintaining high standards of quality.
  
  

INDWCD