Call Center Team Lead - Customer Experience & Ops

Glidewell Dental; Riverside (CA); On-site; USD 35,817 - 39,950; Full time

Job summary

Glidewell Dental seeks a Call Center Supervisor to lead a weekday team, drive customer service excellence, and manage performance metrics. You will coordinate with HR and management, monitor call queues, and coach staff to improve processes and product knowledge.

Requirements include a high school diploma and 5+ years in a Call Center with 3+ years in a supervisory role. The schedule is Monday–Friday 7:00am–4:00pm and pay ranges from $26 to $29 per hour, depending on experience.

Qualifications

• High School Diploma or equivalent.
• Minimum five (5) years of experience in a Call Center environment.
• Minimum three (3) years of supervisory or leadership experience.

Responsibilities

• Hires, manages, develops, reviews, and sets goals for department and staff.
• Monitors and tracks queue of inbound calls; informs Call Center team of calls waiting and call abandonment metrics.
• Challenges team members in providing exceptional support to both external and internal customers.
• Coordinates with Human Resources and management in a timely manner on any and all employee relations matters.
• Enforces adherence to company policies and procedures.
• Compiles reports on team’s performance and customer feedback.
• Works closely with team members to solve customer problems.
• Offers solutions and suggestions for process and product improvement to management.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
• Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Ensures customer retention and satisfaction.
• Evaluates cases thoroughly and advises Technical Advisors and/or doctors on which product is the best for the particular case.
• Makes outbound calls on cases that need assistance.
• Determines if credits will apply in extreme circumstances.
• Works with Customers in escalated call scenarios.
• Works within approved department budget and resources.
• Performs other related duties and projects as business needs require at direction of management.

Skills

Call Center experience

Supervisory experience

Leadership

Education

High School Diploma or equivalent

Job description

Glidewell Dental seeks a Call Center Supervisor to lead a weekday team, drive customer service excellence, and manage performance metrics. You will coordinate with HR and management, monitor call queues, and coach staff to improve processes and product knowledge.

Requirements include a high school diploma and 5+ years in a Call Center with 3+ years in a supervisory role. The schedule is Monday–Friday 7:00am–4:00pm and pay ranges from $26 to $29 per hour, depending on experience.