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:

• Manage team of CX reps; coaching and providing customer service guidance
• Understand, track and report on KPIs including productivity, accessibility, adherence and quality.
• 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, maint...