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Call Center Manager

Crown World Louisville, KY
  • Expired: 3 days ago. Applications are no longer accepted.

CROWN WORLD DENTAL is NOW HIRING at our Louisville, KY location! Crown World embraces innovative digital processes and specialize in the production of esthetic, all-ceramic restorations such as BruxZir® Solid Zirconia crowns & bridges.

This is a unique opportunity to get in on the ground floor of a company whose passion is its' employees. In addition to a supportive work environment and friendly corporate culture, Crown World offers full benefits (medical, dental, vision, 401K, paid time off, and holidays).

Call Center Manager ~ Acts as a liaison between Production Management and the Call Center Staff, provides optimal customer service and is responsible for presenting a favorable representation of the Company, mentors and guides Call Center staff in addressing difficult or complex customer concerns.

Essential Duties:

  • 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 communication
  • Create 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.

Crown World

At Crown World, we don’t settle for the status quo. Our company is embracing cutting-edge technologies and experiencing exciting growth, which means more opportunities for you to make your mark and accelerate your career. Join our team, and you’ll be coming to a workplace that nurtures employees’ development. You’ll be stepping into our friendly company scene and helping dentists provide patients with necessary restorative care. Benefits Employees drive our passion at Crown World, and we’re proud to offer a full benefits package. Medical coverage, dental and vision plans, 401(k) plans, paid time off, and holidays all await you as a Crown World employee.


Louisville, KY