Communication Center Director - D4C Dental Brands

• Bachelor's degree in relevant discipline.

• Create effective customer service procedures, policies, and standards.
• Ability to review/refine processes and look at opportunities to establish efficiencies. 
• Develop objectives for the call center’s day-to-day activities.
• Map the customer’s journey and address any funnels and bottlenecks.
• Conduct periodic surveys of customers and potential customers to ensure quality control.
• Collect and analyze call center statistics (hold times, abandoned calls, customer service metrics.
• Prepare reports for different departments and upper management.
• Conduct effective resource planning to maximize the productivity of resources.
• Ensure that technology is utilized to a maximum.
• Hire, coach, and provide training to personnel to maintain high customer service standards.

• Must be detailed and methodical. Have the expertise to drill down.
• Expert in Hiring, training, coaching, leading, and continually raising the bar.
• Must be an organized, reliable, and results-driven professional.
• Proficient in MS Office and call center equipment/software programs.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Proven experience as a call center manager or similar position.
• 3+ years of experience in telemarketing or an inbound call center environment.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
• Outstanding communication and interpersonal skills.

Exclusively Supporting Pediatric and Orthodontic Practices.As the fastest growing and largest pediatric dental and orthodontic specialty network in the United States; our success comes from our focus on supporting high quality patient care and our shared vision of “Raising the Standard in children’s oral health."