Supervisor, Communication Center

About the Role

As an active member of the Communication Center's Leadership team, the Communication Center Supervisor is responsible for the direction of the department and the overall success of the team. This role involves supervising, leading, and coaching Communication Center (CC) Specialists to provide a 5-star customer experience to patients and parents. The Supervisor serves as the primary point of contact for Specialists, helping them grow in knowledge and skills to support the company's mission of helping children achieve a lifetime of great oral health.

Responsibilities

• Supervise, lead, and coach CC Specialists to meet performance metrics, including but not limited to CPD, AHT, and Productivity.
• Conduct one-on-one, team meetings, and ad hoc coaching sessions regularly.
• Monitor phone queues to ensure the department runs efficiently and timely.
• Act as an intermediary between partner offices and the Communication Center.
• Provide recommendations on processes and specialist improvements.
• Provide immediate feedback to the manager and director on individual CC Specialist performance.
• Foster a positive environment.
• Perform assigned back-office responsibilities when necessary.
• Coach Specialists for continued growth and improvement.
• Serve as a trusted advisor to the Communication Center Manager in the management and direction of the center.
• Perform other duties as assigned.

Requirements

• A high school diploma or GED (candidates with proven experience will not be excluded from consideration).
• An Associate degree or equivalent is preferred.
• At least one year as a Communication Center Lead or Supervisor.
• 4+ years of experience in a service environment (face-to-face or phone).
• Advanced knowledge of dental terminology and dental office scheduling procedures and guidelines.
• Proven knowledge of either Pediatric or Orthodontic dentistry, with the ability to learn and support staff in both within 90 days.
• Bilingual (Spanish) is preferred but not required.

Skills

• Ability to work full-time in the Communication Center.
• Demonstrated ability to lead others in an encouraging and friendly manner.
• Strong organizational and time management skills, with multi-tasking abilities.
• Detail-oriented and self-motivated.
• Proven problem-solving skills.
• Dependability and strong performance in current and past positions.
• Ability to effectively multi-task multiple issues while maintaining a pleasant manner.
• Ability to make effective business recommendations and develop methods to improve department efficiency.
• Demonstrated ability to empathize with callers and Specialists.
• Strong coaching and training skills.
• Excellent interpersonal and communication skills to work effectively with all levels of staff.
• PC literate with MS Office skills (Word, Excel, PowerPoint).
• Ability to clearly present written information.
• Ability to understand and follow work rules and procedures.
• Ability to effectively communicate information to all departments and staff in a clear and concise manner.
• Must be a leader and team player.

Working Conditions

• Office environment (this is not a remote position).
• Required to work in the office at least 2 days a week.