Call Center Manager - Artesia CA

Work Schedule

The normal work hours will vary from 7am-7pm Monday through Friday, depending on business levels. Evening and weekend hours may be required.

For more than 30 years, West Coast Dental Services has served Southern California with the finest dental and orthodontic care in the state. Started by a group of dedicated dental professionals who saw the need for quality, multi-specialty dental care, West Coast Dental delivers the highest standard of care using the latest technologies with a team of talented general dentists and specialists. West Coast Dental is a dynamic fast-growing company with strong financial backing. The work environment is exciting, stimulating and highly collaborative.

The Call Center Manager is responsible for the strategic planning and execution of all support functions pertaining to the Call Center. Core duties overall Quality Management, Reporting and Analytics and Call Center talent acquisition and recruiting oversight. The main goal of this role is the continuous improvement of the patient experience. Key performance indicators include patient satisfaction, call quality, service levels, conversion rate, show rate, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Position Responsibilities:

• Oversight and direct management of the support functions that allow for efficient operations of the Call Center
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum efficiency and quality
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Develop, implement, and maintain effective Quality Assurance (QA) programs and Quality Control (QC) metrics for continuous improvement of key performance indicators including patient satisfaction, call quality, service level, conversion rate, and financial performance.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic and technical resources to meet patient expectations and ensure a workforce management discipline, processes and daily oversight are in place to maintain high standards of performance to include structured WFM planning, forecasting, scheduling and day to day Real Time Management of all Contact Center staff.
• Ensure compliance with regulatory agency guidelines and standards. Consistently exhibits behavior and communication skills that demonstrate West Coast Dental’s commitment to superior customer service, including quality, care and concern for each and every internal and external patient.
• Collaborate with senior leadership and other department directors/managers to define business strategies, analyze operational inefficiencies, implement creative solutions, and measure outcomes/success
• Thoroughly understands and supports all essential Call Center functions, platforms, and dependencies
• Uses, protects, and discloses West Coast Dental’s patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Exercises highly developed conceptual and problem-solving skills; able to synthesize information quickly; and able to present material in an organized and clear manner
• Lead the project to move the Call Center to a remote work model
• Work with technical consultants to design and improve call flow
• Collaborate with the infrastructure team to design and create a more cost-effective phone system

Education:

Experience:

• Minimum: 3 years of Call Center management experience
• Minimum 5 years of Call Center experience

Knowledge, Skills, and Abilities:

• Proven experience in achieving metrics, ensuring patient satisfaction, and reporting statistical performance levels related to the Call Center
• Effective leadership and analytical skills including working knowledge of WFM forecasting and planning analysis, staffing models, scheduling, and telecom functionality
• Ability to effectively manage a large group and resolve interpersonal conflict situations
• High level of maturity and sense of responsibility
• Computer literate
• Proficient in Microsoft applications (Word, Excel, PowerPoint)
• Dental practice knowledge is a plus
• Excellent verbal and written communication skills
• Interviewing and interpersonal skills
• Familiarity with Nice inContact is preferred

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