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Director, Communication Center
Woodstock, GA
Job Description
D4C Dental Brands is seeking a Communications Center Director to lead our team in Woodstock, GA!
Experience and Education:
- Bachelor's degree in relevant discipline.
Responsibilities:
- Create effective customer service procedures, policies, and standards.
- Ability to review/refine processes and look at opportunities to establish efficiencies.
- Develop objectives for the call center's day-to-day activities.
- Map the customer's journey and address any funnels and bottlenecks.
- Conduct periodic surveys of customers and potential customers to ensure quality control
- Collect and analyze call center statistics (hold times, abandoned calls, customer service metrics
- Prepare reports for different departments and upper management.
- Conduct effective resource planning to maximize the productivity of resources.
- Ensure that technology is utilized to a maximum.
- Hire, coach, and provide training to personnel to maintain high customer service standards.
Skills and Abilities:
- Must be detailed and methodical. Have the expertise to drill down.
- Expert in Hiring, training, coaching, leading, and continually raising the bar.
- Must be an organized, reliable, and results-driven professional.
- Proficient in MS Office and call center equipment/software programs.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Proven experience as a call center manager or similar position.
- 3+ years of experience in telemarketing or an inbound call center environment.
- Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Outstanding communication and interpersonal skills.
D4C Dental Brands, together with its affiliated practices, is an equal opportunity and affirmative action employer that does not discriminate in employment and ensures equal employment opportunity for all persons regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3+ years
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