Provider Services Manager
hace 1 semana
Job Summary
The Straumann Group is seeking an experienced Customer Service Supervisor to join our team. As a key member of our provider services team, you will be responsible for leading and managing a team of specialists, ensuring exceptional customer experience, and driving business growth.
About Us
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics, and biomaterials for use in esthetic dentistry, tooth replacement, and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, question the status quo, drive change, stay ahead of the competition, and deliver innovation based on evidence.
Key Responsibilities
- Lead and manage up to 8 Provider Services Specialists
- Monitor and improve Key Performance Indicators (KPIs) on a team and individual level
- Handle escalated cycles from team leaders when needed
- Oversee the training of team members and provide additional training based on performance audit results
- Ensure accuracy and timeliness with all project management tools
- Create content and development materials for team meetings and updates
- Manage CRM tool processes that drive day-to-day support channel efficiencies
- Conduct daily back-up monitoring of call, ticket, and chat inflow
- Approve and update timecards and attendance logs
- Assign and manage project targets
- Oversee, edit, and update the Internal Help Center as needed
- Create programs to increase production, morale, and knowledge of the group
- Work collaboratively cross-team and across all departments to ensure a world-class provider experience
What We Offer
- Full-time employment opportunity
- Competitive salary and benefits package
- Ongoing training and development opportunities
- Opportunity to work with a global leader in the dental industry
- A dynamic and supportive work environment
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