Call Center Supervisor

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Call Center Supervisor
Location:  Denver, CO. (Tech Center).


Duties and Responsibilities: Provides supervision to a team of dental implant consultants that perform inbound and outbound customer contact via multiple access channels; Motivates, develops and mentors all levels of agents; Monitors and documents adherence to Call Center policies and procedures; Ensures that agents gather and accurately enter Prospective Patient information into the systems; Educates agents on general information about dental implants and our client’s services; Manages the dental center’s consultation schedules; Prioritizes the process for web based leads; Ensures that consultation appointments are confirmed; Oversees the assembly of information packets and other patient correspondence; Coaching & mentoring of agents; Trouble-shoots technology issues; Manages escalated calls; Provides a presence and leadership on the floor; Responsible for the opening and closing of the call center; Understands and explains key performance metrics; Engages in initiatives to improve call center and agent performance; Performs special projects; Performs other duties as assigned.


Experience Required: Strong verbal & written communication skills (including communicating metrics, insights and statistics to agents in a meaningful way; High school diploma required, college degree preferred; Ability to work in a stressful environment and maintain a pleasant demeanor; Minimum of four years’ experience in  a consultative call center environment, in-side sales, tele-sales, customer service, hospitality, service industry or the equivalent; Telephone experience required; Willingness to take/make calls when needed; Advanced oral and written communication skills; Dental/medical knowledge; Strong organizational skills; Schedule flexibility and availability to work nights, weekends and holidays; Commitment to providing excellent customer service; Intermediate computer skills and knowledge of software including Microsoft Word, Excel, PowerPoint, CRM and Web applications; Ability to self-manage; Strong interpersonal skills; Able to work independently and as a team member.

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