• Supervises and supports scheduling staff by monitoring phone calls, completing performance reviews, and leading by example
• Setting goals, standards, and expectations for schedulers
• Performs side by sides on a weekly basis to provide real time coaching
• Conducts call quality monitoring sessions through live and recorded calls and provides coaching/feedback to the schedulers
• Calibrates with other Scheduling Department Supervisors, Quality Control, and management to ensure call quality grading is standardized
• Provides daily, weekly, and monthly feedback and performance coaching
• Participating in reviews and call calibrations
• Coordinates with other call center management team members in coordinating breaks/ lunches and overall schedule adherence
• Communicate known blasts and marketing promotions to schedulers throughout the day
• Monitors and administers MINT dentistry policies and procedures
• Analyze data and identify opportunities to make recommendations for operational improvements and solutions.

• Checks the Mint Hub for any new information, updates to protocols, and or upcoming events

• At least 2-4 years customer contact center management or supervisory experience
• Proficient in Microsoft Office applications, Internet, email, and the use of call center tools (e.g., telephony systems, CRM, workforce management)
• Ability to motivate and manage Scheduling Department members
• Excellent verbal and communication skills
• Interpersonal: Seeing things through to the end
• Interpersonal: Understand and manage your own and others’ emotions

Essential Skills

• 
  Management and Leadership: Skillful in creating a strategic vision and motivating others to achieve excellence in performance.
• Management and Leadership: Effectively guide team-members to achieve or complete goals and tasks.
• Management and Leadership: Implement team spirit, encourage team collaboration, identify hidden strengths of individual and team, encourage all team members to express suggestions and ideas and to find creative solutions for upcoming problems.
• Management and Leadership: Being open and approachable to build goodwill, positivity, and loyalty with team members.
• Management and Leadership: Adept at using information, ideas and influence to affect a desired outcome.
• Communication: Skilled in exchanging information through verbal, written or non-verbal cues.
• Communication: Effectively manages and resolves conflict in a positive way

Education Requirements

• GED or high school diploma, college preferred

Working Environment and Physical Demands

This position is primarily sedentary, requiring sitting most of the time and typically works in an office or administrative work setting, without exposure to adverse environmental conditions. It may occasionally require lifting up to 25 pounds, or to carry, push, pull or otherwise move objects. The position requires the use of a computer with keyboard and screen, and a telephone. The employee in this position must have manual dexterity sufficient to reach/handle items and work with the fingers.

Disclaimer

The preceding description is not designed to be a complete list of all duties and responsibilities required of the Scheduling Department Lead.