Current Opportunities

Exciting Opportunity at a Growing Healthcare Company!

Dynamic Growth Dental has an exciting opportunity for a Call Center Manager at our Ephrata Office. This Role is responsible for 5+ Call Center Specialists aligned against multiple Dental Offices. The Call Center Manager is responsible for hiring, training, managing and motivating the Call Center Specialists to provide excellent service to patients and vendors. The Call Center Manager will set objectives, analyze call center metrics, ensure that the team meets goals, and provide reliable, efficient support for customers and patients.

Dynamic Growth Dental Support owns and manages multiple dental brands, with a core focus on creating exceptional delivery models for dental health and wellness. Dynamic Growth takes great pride in our culture and positive work environment. Our team members are passionate, supportive, caring, positive, and always striving to improve.

JOB RESPONSIBILITIES:

Team Leadership:

• Hiring, Onboarding, training, coaching, and leading call center representatives
• Assisting other management team members in identifying trends and establishing call center goals.
• Monthly training meetings/team meetings
• SOP & Call Center Script creation, documentation & training
• Assist with Call Center calls – act as back up/support to team
• Answering Call Center Specialists questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by Specialists.
• Team scheduling including weekend phone rotation
• Communicating updates/schedule changes
• Payroll review/approval & management of time off requests

Metrics & Analysis & Technology

• Reporting of call center metrics (daily, weekly, monthly)
• Responsible for creation and management of annual call center budget
• Responsible for the daily quality management of call center agents – monitor through our call center software program to ensure all patient communications are taken care of in a timely manner.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Problem solve all Denticon/Software issues for the Call Center
• Become the Subject Matter Expert for Call Center Software (Five9)

Communications with Team And Offices:

• Keep open and close communication with the office managers/office teams that the call center supports
• Communicate openings in the hygiene schedule to try to fill the schedules

General Office Management:

• General office upkeep, trash coordination, coordinating cleaning crew for office
• Ordering supplies, Maintenance, IT issues, Key/door passes
• Keep morale high – infuse fun into Ephrata Office

KEY PERFORMANCE ATTRIBUTES:

• Adherence to our core values. Trust, Support/Caring, Always Becoming, Abundance Mindset, Courage, Fun
• Deep, intrinsic understanding of and experience with exceptional Team Leadership and Customer Service.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Polite, professional phone voice
• Ability to plan, coordinate, train and implement strategic initiatives.
• Strong organizational skills, problem solving skills
• Ability to manage multiple projects simultaneously; strength in managing time and meeting deadlines.
• Ability to remain calm under pressure, especially during peak hours or intense situations.
• Self Driven: Must be content working independently and pro-actively, working well with minimal supervision while meeting all deadlines
• Must enjoy working within and being part of a team where collaboration skills are essential.
• Attention to detail and accuracy that drives to flawless execution on a daily basis is a necessity
• Accountable and responsible with a results-oriented mindset
• Strong Knowledge of management principles and familiarity with Dental products, procedures and policies. Ability and interest in learning about Dental Products & Procedures.
• Strong coaching and leadership skills, ability to motivate employees.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

JOB QUALIFICATIONS and REQUISITE EXPERIENCE:

• 3+ Years in Call Center Management experience, specific experience in Medical/Dental Offices a plus
• Proven experience with training Call Center employees to provide exceptional customer services (both verbal & written) 
• Bachelor’s degree (Business, Healthcare, Human Resources, etc) or equivalent experience
• Must be proficient (to advanced) with Microsoft Office Word, Excel, CRM, and Dental Scheduling applications

REPORTING RELATIONSHIPS: This position will report to VP, Marketing and will have 5-7 non-exempt Call Center direct reports.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

COVID-19 considerations:
The safety and health of our team members is a top priority. We have invested in top quality PPE and have implemented protocols to ensure all staff feel safe to provide top notch oral care to our patients.

Education:

• Bachelor’s (Preferred)

Experience:

• Call Center Leadership: 3 years (Preferred)

Work Location:

• One location

Work Remotely:

• No

Submit Your Resume Below!