Benco Dental · 10 hours ago
Dispatch Supervisor
Pittston, PA
Full-time
Hybrid
Entry, Mid Level
1+ years expBenco Dental is the largest privately owned, full-service dental distributor in the United States, committed to driving dentistry forward. The Dispatch Supervisor will assist management in the efficient operations of the department, coordinate staff to respond to customer inquiries, and ensure high-quality service delivery.
DentalHealth CareManufacturingMedicalMedical Device
Responsibilities
Complies with all policies and standards to support the efficient operations of the department and company
Serves as an effective resource in the timely resolution of customer service issues, striving for a win/win situation
Demonstrates strong knowledge of current phone system and makes recommendations to enhance customer service delivery
Operates current phone system to monitor call quality/associates' work; generates reports for coaching and reviews, reports any issues to IT Help Desk immediately and conveys continuous updates to the staff
Ensures that proper staffing levels for the call center are maintained for shift coverage in all areas to reach the overall service level goals
Ensures proper tracking of KPI and performance reports for associates and ensures that bi-weekly payroll information is entered in a timely manner
Every six months effectively establishes goals for each associate assuring performance evaluations are conducted with appropriate paper work completed, approved and filed with Culture & People
Monitors associates a minimum of 4-calls per month using monitoring forms; provides appropriate and timely feedback via one-on-one coaching sessions each month. Demonstrates a solid knowledge of the current phone voice recording system
Effectively assists with and creates monthly team activities, including recommendations for incentive programs
Efficiently reviews and collaborates with WFM Analyst regarding trends on statistical reports. Ensures trends and/or anomalies are brought forward to department manager
Efficiently coordinates and reviews methods of 'best practices' to ensure that cooperation and buy in from associates and the field
Effectively assist with and/or handle customer problems (internal and external) after a Dispatch associate has failed to resolve
Effectively motivate, coach, counsel, and evaluate performance of Dispatch associates
Responsible for working with the Training Coordinator on all training programs, such as upskill/refresher, new hire and product/vendor training
Actively participate in project committees, both departmental and cross-functional to continuously improve on issues or challenges impacting the Benco Dispatch contact center, field or company as a whole
Supervises associates to ensure all tasks are completed accurately and timely. Provides guidance in establishing quarterly goals and performance metrics for the team and coaches and trains as needed
Performs other duties as assigned
Accomplishes department objectives by managing staff; planning and evaluating department activities
Maintains staff by recruiting, selecting, orienting, and training employees
Ensures a safe, secure, and legal work environment
Develops personal growth opportunities
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results
Coaches, counsels, and disciplines employees
Develops, coordinates, and enforces systems, policies, procedures, and productivity standards
Establishes strategic goals by gathering pertinent business, financial, service, and operations information
Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes
Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements
Contributes to team effort by accomplishing related results as needed
Qualification
Required
Effectively communicates (reads, writes, and speaks) English
High School Diploma, required
1-3 years Customer service and/or dispatch experience Required
Preferred
Associate's Degree in Business or related, preferred
1-3 years Supervisory experience Preferred
Benefits
Excellent Compensation Packages
Medical, Dental and Vision Benefits Effective on Day 1
401k Package Effective on Day 1
Paid Time Off Program
Profit Sharing
Hybrid Working Environment
Associate Discounts and Community Giveback Programs
College Tuition Savings Program
Caring Family Culture Toward all Associates
Certified as a FORTUNE Great Place to Work
Opportunities to join resource groups that promote Diversity, Equity, and Inclusion
Company
Benco Dental
Benco Dental is an American dental product and equipment distributor based in Pittston, Pennsylvania.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Karen Friar
Chief Financial Officer
Recent News
DelveInsight Business Research LLP
2025-08-27
Company data provided by crunchbase