Glidewell Dental USA Careers 2022 | Apply For Call Center Manager Jobs In Irvine, California

• Mentors and guides Call Center staff in addressing difficult or complex customer concerns.
• Performs Call Center employment actions, such as hiring, training, and administering performance reviews.
• Coaches team members to improve technical knowledge and customer service skills on a day-to-day basis.
• Tracks and manages Call Center key performance indicators (KPIs) to evaluate productivity, service levels and determine need for corrective action.
• Monitors and tracks queue of inbound calls; informs Call Center Team of calls waiting and call abandonment metrics.
• Conducts call quality reviews with Call Center Team Members individually on a regular basis; provides coaching and guidance on areas of improvement as necessary.
• Engage team members during call quality reviews by celebrating successes, utilizing creative delivery approaches and developing a road map for increased performance.
• Facilitate team meetings to generate a high sense of urgency, share best practices, improve morale and facilitate communicationCreate a supportive and inclusive team where everyone is respected and valued
• Assists team members in resolving problems of interpersonal deficiencies through coaching and counseling.
• Sets department goals and objectives; provides team with guidance and direction in achieving individual and department goals.
• Challenges team members in providing exceptional support to both external and internal customers.
• Determines and assigned Call Center Team Member schedules to ensure business needs of Company and are met.
• Implements and reviews Call Center policies and procedures; makes recommendations for revisions.
• Coordinates with Human Resources and Management in a timely manner on any and all employee relations matters.
• Supervises staff in accordance with Company policies and procedures.
• Enforces adherence to Company policies and procedures.
• Exhibits managerial courage in addressing difficult operational and/or personnel issues
• Ensures all direct reports understand the performance standards of their department and have a clear understanding of their own individual performance.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• High School Diploma or equivalent.
• Bachelor’s degree in Marketing, Business Administration, or related field of study preferred.
• Minimum five (5) years of experience in a Call Center environment.
• Minimum three (3) years of supervisory or leadership experience.

Glidewell Laboratories is the industry leader in dental technology due to our agility, speed, and cutting edge technology. We work in a fast-paced and highly sought-after employee-friendly work environment. Behind all of this success is an amazing group of people who are passionate about bringing innovation to the marketplace, while providing quality and affordability to better the lives of people all over the world. If you share in our passion for teamwork and a vision for excellence, let’s talk about a rewarding career at Glidewell!

In addition are the following generous employee benefits: Medical, Dental, Vision, 401K with company match, company-paid life insurance, additional onsite dental services, vacation, holiday, and sick time, employee gym (with fitness classes and meditation room), employee medical/wellness center (with massage therapy and acupuncture), two company subsidized cafes, Internet cafes, employee lounges with big screen TVs, game tables, fun company sponsored events, a diverse work environment with over forty nationalities represented, and much more!