Call Center Operations Manager
We’re looking for an experienced, bright and growth-minded Call Center Operations Manager to join our team.
Do you have an entrepreneurial spirit who loves a challenge? Do you enjoy “scaling up” systems and programs to ensure sustainable success? Are you passionate about people and creating a memorable experience?
About Peak Dental Services
We’re all about great experiences - for our patients and dental professionals. Our structure allows us to streamline business support services so our dental centers can focus on delivering exceptional, personalized patient experiences. Simply put, Peak Dental offers patients, dentist partners, and dental professionals the benefits of business expertise and efficiencies in our warm, “hometown” dental centers throughout Colorado.
What you’ll do:
Develop and oversee the execution of call center operational strategies.
Integrate existing call center systems and processes into newly acquired dental practices, including partnering with our VOIP vendor, 8x8, to ensure proper call routing. Oversee the day-to-day management of our call center team lead and 18+ agents to ensure call center performance metrics are achieved. The Call Center Operations Manager will report to our Director of IT to support our local centers’ growth including oversight of: answering and scheduling patient appointments for over 40 brands, internal communication and technical phone system investigation.
How you’ll do it:
Ownership and Accountability - Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Takes ownership of Call Center performance by accomplishing goals, and exploring opportunities to add value to job accomplishments.
Scaling Systems and Supporting Growth Strategy - Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Develops scalable call center systems by developing customer interaction and voice response systems; designing our CCaaS user interfaces; developing and executing acceptance test plans; planning and controlling implementations.
Team Engagement and Internal Relations - Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Equipment and Technical Knowledge - Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies