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Call Center Supervisor

Scope and Responsibilities:

The primary objective of the Call Center Supervisor is manage and coach a team of Dental Implants Consultants and to own their team’s success.  The ideal candidate will be capable of performing all the duties of all levels of Dental Implant Consultants (DICs) including answering incoming calls, making outbound calls, scheduling consultations, assembling and processing mail, confirming consultations, processing web based leads, managing schedules, conducting training modules. The Call Center Supervisor will be able to trouble-shoot technology issues, manage an escalated call, perform special projects and understand and report on KPIs. It is critical that the Call Center Supervisor inspire and lead his/her team in order to improve key performance metrics within the Call Center.


Duties and Responsibilities:

 

  • Provides supervision to a team of dental implant consultants that perform inbound and outbound customer contact via multiple access channels;
  • Motivates, develops and mentors all levels of DICs;
  • Monitors and documents adherence to Call Center policies and procedures;
  • Ensures that DICs gather and accurately enter Prospective Patient information into the ClearChoice systems;
  • Educates DICs on general information about dental implants and ClearChoice services;
  • Manages the Center’s consultation schedules;
  • Prioritizes the process for web based leads;
  • Ensures that consultation appointments are confirmed;
  • Oversees the assembly of information packets and other patient correspondence;
  • Coaching &  mentoring of agents;
  • Trouble-shoots technology issues;
  • Manages escalated calls;
  • Provides a presence and leadership on the floor;
  • Responsible for the opening and closing of the call center;
  • Understands and explains key performance metrics;
  • Engages in initiatives to improve call center and agent performance;
  • Performs special projects;
  • Performs other duties as assigned;
  • Conducts all of the above in a fashion that is consistent with the Core Values of ClearChoice

 

Experience Required:

  • Strong verbal & written communication skills (including communicating metrics, insights and statistics to agents in a meaningful way;
  • High school diploma required, college degree preferred;
  • Proven track record in closing sales;
  • Ability to work in a stressful environment and maintain a pleasant demeanor;
  • Minimum of four years experience in  a consultative call center environment, in-side sales, telesales, customer service, hospitality, service industry or the equivalent;
  • Telephone experience required;
  • Willingness to take/make calls when needed;
  • Advanced oral and written communication skills;
  • Dental/medical knowledge;
  • Strong organizational skills;
  • Schedule flexibility and availability to work nights, weekends and holidays;
  • Commitment to providing excellent customer service;
  • Intermediate computer skills and knowledge of software including Microsoft Word, Excel, PowerPoint, CRM and Web applications;
  • Ability to self-manage;
  • Strong interpersonal skills;
  • Able to work independently and as a team member;
  • Willingness to help wherever needed.
  •  

Physical Demands:

The work environment is representative of a call center or office environment.  The position requires prolonged sitting, and using the telephone and the computer for extended periods of time. The position requires the ability to see, hear and speak clearly.

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