Contact Center Supervisor

Contact Center Supervisor

Location : Pittston, PA - This is a hybrid position with an onsite requirement.

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in driving dentistry forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What's in it for YOU? Excellent compensation packages, medical, dental, and vision benefits effective on day one, 401k package, paid time off program, and profit sharing. Hybrid work opportunity, associate discounts, community giveback programs, and college tuition savings program. Caring family culture toward all associates, certified as a FORTUNE Great Place to Work. Opportunities to join resource groups that promote diversity, equity, and inclusion. Family owned for over 90 years.

Position Summary : Responsible for assisting management in the efficient operations of the department (see list of duties and responsibilities below). Accountable for the performance of associates and the development of their services. Responsible for department goals and assist in their success.

Do YOU possess these skills and attributes? Ability to work independently, excellent computer, telephone, customer service skills, strong organizational skills, analytical skills. Availability to work between the hours of 7 : 00 am and 8 : 00 pm. Strong verbal and written communication skills.

Do these responsibilities interest YOU? Serves as an effective resource in the timely resolution of customer service issues, striving for a win / win situation. Demonstrates strong knowledge of the current phone system and makes recommendations to enhance customer service delivery. Operates ShoreTel to monitor call quality / associates' work; generates reports for counseling and reviews, report any issues to TIS immediately and convey continuous updates to the staff. Ensures that proper staffing levels for the call center are maintained for shift coverage in all areas to reach the overall service level goals. Ensures proper tracking of workday reports for associates and ensures that bi-weekly payroll information is entered in a timely manner. Every six months, effectively establishes goals for each associate assuring performance evaluations are conducted with appropriate paperwork completed, approved, and filed with Culture & People. Monitors associates a minimum of 4-calls per month using monitoring forms; provides appropriate and timely feedback via one on one coaching sessions each month. Has a solid knowledge of the VO recording system. Effectively assists with and creates contests, including recommendations for incentive programs. Efficiently completes monthly statistical reports for customer service manager / management. Efficiently coordinates and reviews methods of "best practices" to ensure that cooperation and buy in from associates and the field. Effectively assist with and / or handle customer problems (internal and external) after a CSR has failed to resolve. Effectively motivate, coach, counsel, motivate, and evaluate performance of CSRs. Responsible for working with the Training Coordinator on all training programs, such as BencoU, new hire and product / vendor training. Effectively works with the marketing department to improve and increase sales of upsells. Actively participate in project committees, such as QRB and work on issues impacting customer service. Responsible for ensuring external and internal associates have the support they need to foster a continuously improving workplace.

Do YOU meet these requirements? Education : Associates degree in Business or related field or equivalent education / experience. Experience : Three years or more of leadership background within an operations environment.

It's our mission to drive dentistry forward. Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930-a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states. We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?" If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you! We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote equal opportunity and diversity and inclusion at Benco. Benco is enthusiastically committed to diversity. We are an equal opportunity and affirmative action employer.