D4C Dental
Contact Center Supervisor
D4C Dental, Woodstock, Georgia, United States, 30189
Contact Center Supervisor
is responsible for leading/coaching the Communication Center (CC) Specialist in providing a 5-star customer experience to our patients/parents. As the primary point of contact for Specialists, the Lead is responsible for helping Specialists continue to grow in their knowledge and skills. This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.
EDUCATION/CREDENTIALS:A high school diploma or GED, but candidates with proven experience will not be excluded from consideration.An Associate degree or equivalent is preferred.
JOB-RELATED EXPERIENCE:At least one year as a Communication Center Specialist.2+ years of experience in a service environment (face to face or phone).Advanced knowledge of dental terminology and dental office and scheduling procedures and guidelines.Proven knowledge of either PEDO or ORTHO with the ability to learn and support the staff in both within 90 days.Bilingual (Spanish) is preferred but not required.
JOB-RELATED SKILLS/COMPETENCIES:Ability to work a Hybrid schedule in the Woodstock Communication Center.Demonstrated ability to lead others in an encouraging and friendly manner.Strong organizational/time management skills and multi-tasking abilities.Detail-oriented.Self-motivated.Problem Solver.Proven dependability.Proven performance in current and past positions.Ability to effectively multi-task multiple issues and/or questions while maintaining a pleasant manner.Ability to make effective business recommendations and develop methods and procedures to improve department's effectiveness and efficiency.Demonstrated ability to empathize with callers and Specialists.Demonstrated coaching and training skills.Strong interpersonal and communications skills to work effectively with all levels of staff.Must be PC literate; MS Office skills (Word, Excel, PowerPoint).Ability to clearly present written information.Ability to understand and follow work rules and procedures.Ability to effectively communicate information to all departments and staff in a clear and concise manner.Interpersonal skills conducive to teamwork and collaboration.
WORKING CONDITIONS/PHYSICAL DEMANDS:Office environment - Hybrid.
MAJOR DUTIES AND RESPONSIBILITIES:Is an active member of the Communication Center Leadership team, responsible for the direction of the department and the overall success of the team.Must be a team player in every aspect of the word.Leads and coaches the CC Specialist to resolve customer issues, complex inquiries, and difficult situations.As a member of the Communication Center Leadership, provides recommendations on process and specialist improvements.Acts as an intermediary between partner offices and the Communication Center as needed to resolve callers' questions and concerns.Provides immediate feedback to manager and director of individual CC Specialist performance.Fosters a positive environment.Monitors phone queues to ensure that the department runs efficiently and timely.Performs assigned back-office responsibilities when necessary.Primary point of contact for Specialists via the Help Line and direct contact.Coaches Specialists for continued growth and improvement.Is a trusted advisor to the Communication Center Manager in the management and direction of the center.Performs other duties as assigned.
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is responsible for leading/coaching the Communication Center (CC) Specialist in providing a 5-star customer experience to our patients/parents. As the primary point of contact for Specialists, the Lead is responsible for helping Specialists continue to grow in their knowledge and skills. This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.
EDUCATION/CREDENTIALS:A high school diploma or GED, but candidates with proven experience will not be excluded from consideration.An Associate degree or equivalent is preferred.
JOB-RELATED EXPERIENCE:At least one year as a Communication Center Specialist.2+ years of experience in a service environment (face to face or phone).Advanced knowledge of dental terminology and dental office and scheduling procedures and guidelines.Proven knowledge of either PEDO or ORTHO with the ability to learn and support the staff in both within 90 days.Bilingual (Spanish) is preferred but not required.
JOB-RELATED SKILLS/COMPETENCIES:Ability to work a Hybrid schedule in the Woodstock Communication Center.Demonstrated ability to lead others in an encouraging and friendly manner.Strong organizational/time management skills and multi-tasking abilities.Detail-oriented.Self-motivated.Problem Solver.Proven dependability.Proven performance in current and past positions.Ability to effectively multi-task multiple issues and/or questions while maintaining a pleasant manner.Ability to make effective business recommendations and develop methods and procedures to improve department's effectiveness and efficiency.Demonstrated ability to empathize with callers and Specialists.Demonstrated coaching and training skills.Strong interpersonal and communications skills to work effectively with all levels of staff.Must be PC literate; MS Office skills (Word, Excel, PowerPoint).Ability to clearly present written information.Ability to understand and follow work rules and procedures.Ability to effectively communicate information to all departments and staff in a clear and concise manner.Interpersonal skills conducive to teamwork and collaboration.
WORKING CONDITIONS/PHYSICAL DEMANDS:Office environment - Hybrid.
MAJOR DUTIES AND RESPONSIBILITIES:Is an active member of the Communication Center Leadership team, responsible for the direction of the department and the overall success of the team.Must be a team player in every aspect of the word.Leads and coaches the CC Specialist to resolve customer issues, complex inquiries, and difficult situations.As a member of the Communication Center Leadership, provides recommendations on process and specialist improvements.Acts as an intermediary between partner offices and the Communication Center as needed to resolve callers' questions and concerns.Provides immediate feedback to manager and director of individual CC Specialist performance.Fosters a positive environment.Monitors phone queues to ensure that the department runs efficiently and timely.Performs assigned back-office responsibilities when necessary.Primary point of contact for Specialists via the Help Line and direct contact.Coaches Specialists for continued growth and improvement.Is a trusted advisor to the Communication Center Manager in the management and direction of the center.Performs other duties as assigned.
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