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Supervise and coach a team of front line associates focused on assisting customers with our dental products, services and tools; guiding best practices to achieve the best outcome for their patients.
Responsible for overall team performance and KPIs:
o Manage team of CX reps; coaching and providing customer service guidance
o Understand, track and report on KPIs including productivity, accessibility, adherence and quality.
o Uphold performance standards and deliver feedback in 1:1s
Work with the QA team to audit and deliver actionable agent feedback, identifying gaps in process and building out SOPs to close identified gaps.
Monitor real-time capacity coverage and partner with the Workforce Capacity team to ensure timely attendance, adherence and productivity.
Identify operational bottlenecks, propose scalable solutions, and collaborate with cross functional teams to implement improvements.
Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
When faced with problems, you use non-standard approaches and root cause analysis to independently resolve issues.
Demonstrates an understanding of data and uses analysis to positively impact your area of ownership.
Foster a positive, collaborative team environment that prioritizes customer experiences and operationalexcellence.
What We're Looking For
2+ years of frontline leadership experience in customer service, ideally in a startup or tech company.
1+ years of direct people management or supervisory experience as a title manager is required.
Proven ability to manage and develop a team, driving measurable performance improvements.
Customer service experience required, with proven ability to adapt and empathize with customers to de-escalate situations and offer solutions.
Basic understanding of tech platforms and the ability to learn new platforms quickly.
Prior experiencewith Zendesk is preferred.
Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach.
Willingness to roll up your sleeves and fix problems in a hands-on manner.
Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.
Additional Considerations
Previous experience in a healthcare or clinical setting.
Familiarity with the dental industry or prior experience in dentistry.
Bachelors/ Degree
ECLARO is an IT and Business Consulting Firm which was founded in the United States in 1999 and has offices in the US, Canada, Puerto Rico and here in the Philippines. We support a number of our American and other global clients from our office in Quezon City. ECLARO’s core competency can be found in the recruitment, management, and administration of deploying contingent staff of highly skilled individuals in these specialized disciplines. ECLARO has developed a flexible array of service offerings from project work, to staff augmentation, permanent placement, outplacement, HR outsourcing, payroll and training.
Job ID: 145298997
