Call Center Supervisor
Trust Dental Care is a leading provider of exceptional dental services, focused on delivering high-quality patient experiences. We are currently seeking a highly qualified and experienced Call Center Supervisor to join our growing team. The ideal candidate will be responsible for managing and supervising a team of [number] customer service representatives, ensuring they provide exceptional service and meet the company’s customer service goals.
Responsibilities:
1. Oversee and manage a team of [number] Customer Service Representatives, providing training and guidance as necessary to maintain high levels of customer satisfaction and meet company objectives.
2. Monitor and evaluate team performance, including call efficiency, conversion rates, and goal achievement, to drive continuous improvement in the call center.
3. Conduct regular staff development programs that focus on employee engagement, service, knowledge, skills, and morale.
4. Manage workforce planning and customer prospecting processes to increase productivity and ensure optimal call center staffing levels.
5. Propose bonus and incentive schemes for the call center team based on productivity and performance metrics.
6. Collaborate with the marketing department to drive customer engagement and improve the overall patient experience.
7. Produce detailed reports and executive presentations for management showing call center performance and areas for improvement.
8. Handle escalated customer calls and resolve any issues that arise, demonstrating excellent problem solving skills and a commitment to providing exceptional customer service.
Skills:
1. Proven experience as a Call Center Supervisor or in a similar position
2. Strong knowledge of budgeting and reporting processes
3. Proficiency in MS Office, Zoho CRM and RingCentral, as well as call center hardware and software.
4. Exceptional communication and interpersonal skills.
5. Strong leadership and organizational skills.
6. Excellent problem solving skills and a results oriented mindset.
7. Fluency in English (100% essential)
8. Previous experience in timeshare and a client driven industry
9. A strong passion for sales and customer service.
If you are a highly motivated, compassionate and experienced call center supervisor, we encourage you to apply and join our team at Trust Dental Care. Our commitment to exceptional customer service and patient care is rooted in our ability to recruit and retain the best talent in the industry. Together, we can help improve the dental experience for countless patients in need.
NOTE: Details such as salary and work schedules will be explained during the in-person interview.
Business Overview:
Trust Dental Care is committed to managing hospitality human resources with the utmost dedication and attention to detail. Our brand works diligently to ensure that all employees at our facilities have access to equal opportunities, regardless of race, gender or other background characteristics. As an experienced company in our field, we value each co-worker and provide them with extensive development resources so that they become valuable contributors to achieving our business goals, improving culture, and increasing access to quality oral health services. By promoting diversity and equity in our workplace, we strive to create a safe space where all voices can be heard and addressed.