Manager, Contact Center Operations

Job Summary

We are seeking a dynamic and experienced Manager of Contact Center Operations to lead and drive operational excellence within our contact center. In this role, you will work closely with the Inside Sales Manager and Marketing team to identify and implement operational strategies that improve sales metrics and drive efficiency. You will also be responsible for leveraging Six Sigma methodologies to identify, document, and execute process improvement initiatives that will scale the business. Additionally, you will lead and mentor the current Contact Center Operations team to achieve performance goals and deliver exceptional customer experiences.

What you will do

• Inside Sales Collaboration :
• Partner with the Inside Sales Manager and Marketing team to identify operational levers that will drive efficiencies and improve key sales metrics.
• Develop and implement strategies to optimize sales operations and enhance overall team performance.
• Process Improvement :
• Leverage Six Sigma methodologies to analyze current processes and identify areas for improvement.
• Document and implement process improvements that drive efficiency, reduce costs, and scale operations.
• Collaborate with cross-functional teams to ensure successful adoption of process changes and track measurable outcomes.
• Team Leadership & Development :
• Lead, mentor, and develop the Contact Center Operations team, ensuring a high-performance culture.
• Provide coaching and feedback to team members, fostering growth and skill development.
• Ensure operational standards are consistently met while motivating the team to achieve both individual and team goals.
• Performance Monitoring & Reporting :
• Monitor and analyze key performance indicators (KPIs) to assess operational effectiveness.
• Develop and maintain reports that track progress on process improvements, sales metrics, and team performance.
• Share insights and recommendations with senior leadership to support strategic decision-making.
• Forecasting & Staffing Optimization :
• Own the forecasting process by analyzing historical data, seasonality trends, and business goals to predict contact center demand.
• Develop and maintain accurate and actionable forecasts for call volumes, service levels, and staffing requirements.
• Collaborate with HR and recruitment teams to ensure appropriate staffing levels based on forecasted demand, optimizing workforce productivity and cost efficiency.
• Continuously monitor actual performance against forecasts and adjust staffing strategies as needed to ensure optimal performance.
• Leverage forecasting tools and software to improve the accuracy of predictions and enable data-driven decision-making.

Travel / Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications

Must have :

• Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 1 or more years of management experience.
• Typically a Bachelor's Degree or global equivalent in related discipline.
• Demonstrated success in a sales operation, business operations, or similar role.
• Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact.
• Analytical and demonstrated ability to extract key business insights through data analysis.
• Proven Salesforce subject matter expert with experience creating reports, optimizing processes, training new hires, managing dashboards, and more.
• Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
• Record of accomplishment in driving change and removing hurdles in fast growth organizations by working cross-functionally with Marketing, Finance and IT.
• Excellent written and verbal communication skills, including presenting to C-level executives
• Agile, self-starter who can work independently and collaboratively.
• Experience with sales intelligence software (e.g. Outreach, Conversica, Salesforce, Einstein)
• Advanced understanding of sales operations including pipeline management, forecasting, and process improvement.
• Advanced understanding of territory management including segmentation and modeling.
• Ability to train sales on new technology implementation or new feature releases required.
• Advanced understanding of CPQ processes and best practices.
• Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Excellent presentation and public speaking skills
• Excellent independent decision making, analysis and problem solving skills
• Understand and act on financial information that contributes to business profitability
• Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
• Lead team(s) to achieve company goals in creative and effective ways
• Excellent planning and organizational skills and techniques
• Communicate effectively with senior management
• Good negotiating skills and ability to effectively manage outsourced relationships
• Ability to influence, build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
• Ability to lead virtual teams

Nice to have :

• Master's degree or global equivalent a plus.

The posted range for this position is $95,000-100,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location / labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here : 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, Puerto Rico, or other US Territories at this time.

Salary : $95,000 - $100,000