Job Summary This position is for our Dental Plans team.
The Director of Contact Center Sales & Operations oversees the operational functions of the Dental Plans Contact Center. This role is vital in developing and implementing sales strategies to maximize the effectiveness of the contact centers and will communicate contact center data, quality and financial metrics and action plans. The Director of Contact Center Sales & Operations will direct and develop the call center team to ensure continuous improvement in the delivery and quality of services as well as customer satisfaction. This role will also partner with IT to define and deliver technology initiatives to improve the performance and functionality of the call centers’ technology platform. This role will also partner with Marketing and our Provider/Network teams to effectively roll-out and optimize all strategic initiatives to grow overall revenue, margins and profits. This includes the development and implementation of a third party service provider staffing model to deliver consistent phone service, and decrease abandoned call rates and customer hold times.
What you will do
Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
Lead teams to achieve company goals and solve complex business issues in creative and effective ways
Leading operations to ensure KPI targets are met or exceeded.
Planning and implementing contact center strategy
Working with Training, Recruitment and HR to plan resourcing
Designing continuous improvements of processes
Maintaining engagement with key client contacts
Setting and reviewing quality performance standards
Budgetary/profit and loss management
Decision-making regarding people, processes, technology and the future
Developing plans for the use of new tools and technologies
Managing BPO Relationship/Performance
Coordinating the contact center management team at all levels
Overseeing recruitment and scheduling processes
Reviewing and clearly defining all contact center roles
Gaining an understanding of digital market trends and opportunities that are relevant to the contact center
Ensuring consistent delivery of service on phone, email, web, live chat, and other correspondence
Identifying and researching third-party suppliers
Travel/Physical Demands
Travel typically less than 10%. Office environment. No special physical demands required.
Qualifications
Must have:
12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5 or more years of management experience, preferably as a contact center leader.
Bachelor's Degree or global equivalent in related discipline.
Experience in an entrepreneur and fast-paced environment required; must dive-in and perform both as a player and a coach
Must have experience in e-commerce, direct response television channel fulfillment and inbound/outbound treatment for lead generation platform
Experience with the research and implementation process of third party service providers
Highly experienced with call center analytics and corresponding metrics: ability to analyze data from multiple sources (management systems, telephone system, carrier websites, and external data sources) and identify trends and inconsistencies in company performance
Skilled in developing and executing tactical sales plans including quotas, KPI’s, and account objectives
Responsible for establishing best practices and implementing service and technology for Call Center operations including sales/renewals, customer service and retention
Broad knowledge and background in Call Center management, operations, process management and technology utilization and highly developed leadership skills
Knowledge of operations and customer support
Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Understand, interpret and act on financial information and external trends that contributes to business profitability
Communicate effectively with senior management and key stakeholders
Excellent negotiating skills and ability to effectively manage internal and external relationships
Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
Lead and develop virtual teams
Nice to have:
Master's degree or global equivalent a plus.
What you get as a Henry Schein One / DentalPlans.com Employee
A great place to work with fantastic people.
A career in the healthcare technology industry, with the ability to grow and realize your full potential.
Competitive compensation.
Excellent benefits package!Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid ParentalLeave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
The posted range for this position is $138,976 - $218,887 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a 20% bonus not reflected in the posted range.
DentalPlans.com is America’s #1 direct-to-consumer marketplace for dental savings plans, and part of an exciting joint venture between two of America’s most trusted and iconic health and technology companies: Henry Schein (Nasdaq: HSIC), a Fortune-500 company for health care professionals with over $10 billion in revenue, and Internet Brands, parent of WebMD and numerous other leading web properties.
We are committed to a diverse and inclusive community within our company and offer a fun, fast-paced entrepreneurial culture where people can make a difference.We are especially proud of our exceptionally high employee satisfaction scores (which we measure in quarterly surveys) and long tenure of many of our team members.
Join us onOur missionto enable people to live healthier, happier lives, one smile at a time.We do this by providing access to quality dental care by offering affordable dental savings plans that connect consumers to quality dentists.
Henry Schein Oneis the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.
Seniority level
Director
Employment type
Full-time
Job function
Sales and Business Development
Industries
Technology, Information and Internet
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