Contact Center Supervisor

JOB SUMMARY:  

As an active member of the Communication Center’s Leadership team, the Communication Center Supervisor is responsible for the direction of the department and the success overall of the team. The Communication Center Supervisor is responsible for supervising, leading and coaching the Communication Center (CC) Specialists in providing a 5-star customer experience to our patients/parents.  As the primary point of contact for Specialists, the Communication Center Supervisor 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

 This position is Hybrid in Woodstock

EDUCATION/CREDENTIALS:

• A high school diploma or GED, but candidate 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 Lead or Supervisor.
• 4 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 Pediatric or Orthodontic dentistry, 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 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 at the same 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 which are 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, which is responsible for the direction of the department and the success overall of the team.
• Must be a leader and team player in every aspect of the word.
• Supervises, 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.
• Act 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 department runs in an efficient and timely manner. 
• Process CC specialists time cards.
• Performs assigned back-office responsibilities when necessary. 
• Primary point of contact for Specialists via the Help Line, and direct contact.
• Coach Specialists for continued growth and improvement.
• Is a trusted advisor to the Communication Center Manager in the management and direction of the center.
• Perform other duties as assigned.

 OTHER DUTIES:

This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.