Manager – Contact Center, Customer Service
Description
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
ABOUT US
ORB Innovations is a London-based startup making waves in the world of contact and combat sports. With a passion for innovation, ORB makes Smart Mouthguards that protect athletes teeth AND track their fitness, performance and wellness, providing valuable data to help them train smarter and push further... What's a Smart Mouthguard? Imagine a Fitbit, in a mouthguard!
ORB's products are the first and only of their kind, from heart-pumping beats to head-turning impacts, we've got these athletes covered with a wearable that's tailored to their sport.
Founded in 2017, ORB has spent over 5 years tirelessly working to bring this groundbreaking technology to market. Now, as ORB expands its team, join us in bringing the future of sports technology to athletes everywhere.
THE INTERVIEW PROCESS
Our process involves three stages:
- Resume Review & Short List.
- Initial Call (Depending on the role, a take home task may also be requested).
- Final Interview.
Our average process takes approximately 2-3 weeks, but we always work around your availability.
You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions or want to talk through reasonable adjustments ahead of or during your application, please contact us at [email protected].
WHAT'S IN IT FOR YOU
We're a hardware enabled sports analytics startup with an expanding passionate team, collaborating and creating extraordinary physical & digital products that have the potential to make a significant difference to our customers lives. If you love sports and technology, this is where the two meet!
There are loads of ways we help ORB-ians do the best work. We often review and enhance our benefits, but here's a brief overview of what we offer right now. If you'd like more information on any of them, just ask!
You can see a full list of employee benefits at https://orbsport.com/pages/careers.
EQUAL OPPORTUNITY STATEMENT
We are actively creating an equitable environment for every ORB-ian to thrive.
One of our priorities is to promote diversity and inclusion, ensuring that we provide ample support for all our employees to grow within the company. Embracing diversity in all its forms and fostering an inclusive environment are essential to our ethos.
As an equal opportunity employer, we consider all applicants for employment without any bias based on ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.