The Company:

SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. We’re the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market. By leveraging proprietary, cutting-edge technology, we’re helping customers avoid office visits and cut costs by up to 70 percent, because people shouldn’t have to pay a small fortune for a better smile.

Role:

This role is responsible for managing customer service, appointment scheduling and/or sales functions within the call center.

Responsibilities:

The Customer Service Call Center Manager is expected to:

• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost analyses
• Establishing and monitor productivity, quality, and service-level standards
• Maintain and improve call center operations by acting as subject-matter expert on call center platforms; identify and resolve platform problems; complete system audits and analyses; manage system and process improvement
• Perform regular and ad hoc quality assurance reviews; develop strategy to maintain and improve quality performance of team
• Hire, coach and provide training to personnel to maintain high service standards
• Prepare and analyze reports and dashboards of key performance metrics at the agent-level and team-level
• Contributing information and analysis to organizational strategic plans and reviews
• Develop a culture of inclusiveness where team members thrive and are highly motivated to contribute to our shared success
• Other duties as assigned.

Qualifications:  

The successful candidate should be an experienced performer with a documented track record of successful accomplishments in previous positions and also possess the following minimum skill set:

• Proven experience as call center manager or similar position
• Direct and indirect management of 100+ agent team required
• Background with highly dynamic, fast-paced and growth-oriented organization high desired
• Ability to recognize critical business needs and determine an appropriate course of action while remaining focused on strategic intent
• Excellent teamwork skills coupled with service attitude
• Excellent written and verbal communication skill
• Must be bilingual in both English and Spanish, with high degree in English

SmileDirectClub is committed to creating a diverse work environment and proud to be an equal opportunity employer.