Call Center Manager

Call Center Manager

Location

Lyndhurst, NJ (onsite)

Job Type

Full-time

Company

• PRODIRECT Dental Lab is known for providing our dentists with the resources and experience of a national dental lab with the personalized service of local boutique labs. We are a global organization with over 35 years of experience in providing world class service and products to our customers.
• Our Mission Statement: To promote prosperity in the lives of both doctors and patients of present and future generations by pushing industry boundaries and upholding our customer driven commitment to excellence. Let's redefine excellence, together.

Position Highlights

• We are rapidly expanding our US team and are seeking an experienced Call Center Manager. The Call Center Manager will oversee daily operations, coach and develop team members, resolve escalated customer concerns, and identify opportunities to improve service quality, efficiency, and customer satisfaction.
• The ideal candidate is an effective leader with strong communication and problem-solving skills who can balance customer needs with business objectives.

Key Responsibilities

• Supervising day-to-day operations in the call center/customer service department.
• Responding to customer service issues in a timely manner.
• Creating effective customer service procedures, policies, and standards.
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Maintaining accurate records and documenting all call center/customer service activities and discussions.
• Assessing service statistics and preparing detailed reports on your findings.
• Hiring and training new customer service agents.
• Managing the approved budget of the call center/customer service department.
• Staying informed on the latest industry techniques and methods.
• Excellent and strong negotiation and persuasion skills

Job Description & Additional Responsibilities (including, but not limited to)

• Answers customers' questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
• Manages call center/customer service staff, communicates job expectations, and performs appraisals and job reviews.
• Meets call center/customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Implements production, productivity, quality, and customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Skills & Qualifications

• Bachelor's degree in business administration or relevant field.
• A minimum of 5 years of proven experience in a call center position.
• 3 years of proven experience in leadership
• Proficiency in Microsoft Office and call center/customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Call Center management experience is required
• Dental lab customer experience is a plus

Benefits

• Health/Dental/Vision insurance
• 401(k) + 3% corporate match
• Vacation and Holidays
• Paid Time Off (PTO)
• Career advancement opportunities
• Referral program

Office Address

ProDirect Dental Laboratory

160 Chubb Ave, Suite 102

Lyndhurst, NJ 07071