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Glidewell Dental · 1 day ago

Call Center Manager

Irvine, CA

Full-time

Onsite

Mid, Senior Level

$80K/yr - $85K/yr

5+ years exp

Glidewell Dental is seeking a Call Center Manager to lead their team in addressing customer concerns and improving service quality. The role involves mentoring staff, managing performance indicators, and ensuring adherence to company policies while fostering a supportive team environment.

BiotechnologyDentalManufacturingMedical

Hiring Manager

Tili Davis

Responsibilities

Mentors and guides Call Center staff in addressing difficult or complex customer concerns

Performs Call Center employment actions, such as hiring, training, and administering performance reviews

Coaches team members to improve technical knowledge and customer service skills on a day-to-day basis

Tracks and manages Call Center key performance indicators (KPIs) to evaluate productivity, service levels, and determine the need for corrective action

Monitors and tracks the queue of inbound calls; informs the Call Center Team of calls waiting and call abandonment metrics

Conducts call quality reviews with Call Center Team Members individually regularly; provides coaching and guidance on areas of improvement as necessary

Engage team members during call quality reviews by celebrating successes, utilizing creative delivery approaches, and developing a road map for increased performance

Facilitate team meetings to generate a high sense of urgency, share best practices, improve morale, and facilitate communication. Create a supportive and inclusive team where everyone is respected and valued

Assists team members in resolving problems of interpersonal deficiencies through coaching and counseling

Sets department goals and objectives; provides team with guidance and direction in achieving individual and department goals

Challenges team members in providing exceptional support to both external and internal customers

Determines and assigns Call Center Team Member schedules to ensure the business needs of the Company and are met

Implements and reviews Call Center policies and procedures; makes recommendations for revisions

Coordinates with Human Resources and Management promptly on all employee relations matters

Supervises staff in accordance with Company policies and procedures

Enforces adherence to Company policies and procedures

Exhibits managerial courage in addressing difficult operational and/or personnel issues

Ensures all direct reports understand the performance standards of their department and have a clear understanding of their own individual performance

Performs other related duties and projects as business needs require at the direction of management