Job Description:
• Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision.
• Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams.
• Establish and drive processes to identify the root causes of recurring issues and partner with training to establish and adjust existing training plans to mitigate future issues.
• Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and exceeded expectations.
• Analyze trends in customer feedback and operational performance to develop and execute strategies that enhance service levels and efficiency.
• Implement real-time workload monitoring processes to identify and resolve bottlenecks in the workflow.
• Serve as the primary liaison between the training and IT teams and the field, providing clear updates and ensuring alignment on priorities needs.
• Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service.
• Track and report on customer service KPIs, using data to inform decisions and drive accountability.
Requirements:
• Bachelor’s degree in Business, Operations, or a related field; equivalent experience considered.
• 5+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services.
• Ability to lead a Team in a Remote Work environment.
• Experience in a Help Desk or Ticket Management System preferred, but not required.
• Experience in Digital Dentistry technologies - including 3Shape Scanners & Design Experience, and the SprintRay Digital Ecosystem - preferred, but not required.
• Proven leadership experience, including managing a team and working cross-functionally.
• Strong problem-solving skills and a commitment to driving resolution and improvement.
• Excellent communication and interpersonal skills with the ability to build strong relationships & partnerships.
• Data-driven mindset with experience using metrics to measure and improve performance.
• Familiarity with dental, medical, or manufacturing environments.
• Experience managing escalations in a multi-location or distributed service model.
• Financial and analytical skills required.
• Excellent verbal and written communication skills.
• The ability to balance multiple, high priority initiatives simultaneously.
• Lean Six Sigma, or similar process improvement certification preferred.
• The ability to conduct up to 25% travel.
Benefits: