Manager – Contact Center, Customer Service

At Glidewell Dental, leadership means empowering people to do their best work—every call, every day. We’re looking for a passionate Call Center leader who thrives on mentoring teams, elevating customer experiences, and driving performance through coaching and collaboration. In this role, you’ll shape a high‑energy, inclusive environment where talent grows, excellence is celebrated, and exceptional service makes a real difference. If you’re energized by developing people and leading with purpose, this is your opportunity to make an impact.

• Manages daily contact center operations across multiple customer communication channels, ensuring performance standards, service level agreements (SLA), and quality metrics are consistently met or exceeded.
• Monitors key performance indicators (KPIs) and analytics to assess performance, identify trends, and implement data-driven improvements to enhance response quality, handle time, and customer satisfaction.
• Serves as a resource and escalation point for complex or technical customer inquiries, navigating issues and ensuring timely and accurate resolutions that reinforce trust with customers.
• Partners with cross-functional teams to ensure smooth case flow, accurate information exchange, and a seamless customer experience from order to delivery.
• Prepares and presents performance reports to management, providing insights into trends, opportunities, and operational challenges.
• Leverage contact center technologies, customer relationship management (CRM) tools, and customer feedback insights to enhance operational efficiency and overall service experience.
• Develops and refines workflows and policies to improve efficiency, consistency, and alignment with production, shipping, and laboratory operations.
• Manages department goals to ensure operational performance aligns with the broader organization’s strategic goals. Assess performance results and implements corrective actions as needed.
• Oversees workforce planning, resource allocation, and scheduling to maintain sufficient coverage and consistent customer experience across varying time zones.
• Build and sustain a positive, inclusive environment where employees feel valued, empowered, and motivated to deliver excellence. Promote teamwork, recognition, and development opportunities to strengthen engagement and retention.
• Hires, manages, develops, trains, reviews, and sets goals for department and staff.
• Establishes goals for team in accordance with company and division plan and vision. Ensures the team understands the performance standards of their department and has a clear understanding of their own individual performance.
• Ensures high productivity and adherence to turnaround time schedule by problem solving, motivating, and delegating.
• Manages and supports team members in areas of problem solving, decision making, process improvement, and professional growth in accordance with company policies.
• Handles employee relations matters including but not limited to performance management and enforcement of corrective or disciplinary actions.
• Partners and coordinates with Human Resources in a timely manner on all employee relations matters.
• Performs other related duties and projects as business needs require at direction of management. 

• High school diploma or equivalent.  
• Bachelor’s degree in business, Communications, or a related field, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved preferred. 
• Minimum five (5) years of experience managing a high-volume contact center or customer service operation.
• Minimum three (3) years of leadership experience, required.
• Experience in manufacturing, dental, or healthcare industry preferred.
• Proven track record of leading and developing teams to achieve operational and service excellence.

Pay Range: $80,000.00 to $85,000.00/yr + monthly bonus