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Communication Center Senior Manager
Posted on 12/14/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 5+ years of call center management experience with a strong preference for those who have experience in the veterinary, dental, retail, or B2C space
  • Bachelor's degree in Business or similar field
  • An aptitude for data, technology, and building automated solutions
  • Proven track record of of leading successful change management and process improvement efforts
  • Excellent communication and interpersonal skills
  • Lean Six Sigma Experience (Greenbelt level preferred)
Responsibilities
  • Develop and manage objectives and SLAs for the call center's day-to-day activities
  • Manage effective resource planning to maximize the productivity of resources (people, processes, technology) for a growing & evolving organization
  • Analyze key performance metrics (call-waiting time, NPS, associate productivity, etc.) and use data to develop and lead performance improvement initiatives
  • Identify risks and leverage issues/errors/escalations to produce insights for short/medium/long-term technology-enabled solutions
  • Work with Communication Center Associate Managers to oversee the hiring, onboarding, and training of Communication Center associates to maintain a top-notch client experience, high performing business unit, and outstanding team culture
  • Understand the Bond ecosystem, technology, and data models to help build and maintain relationships with relevant partners across the organization
Bond Vet

51-200 employees

Vet clinic and animal hospital
Company Overview
Bond Vet is on a mission to strengthen the human-animal bond through better pet care, and we started with a new approach: urgent care.
Benefits
  • We offer comprehensive healthcare plans and One Medical membership
  • We provide CE stipends to foster skill development and growth
  • Our vets oversee a diverse case mix, from wellness to urgent care
  • We’re open 10am-8pm, providing reasonable hours and flexible scheduling
  • Flexible scheduling and 5-day weekends because your work is not your life
  • We offer 401(k) through Betterment
  • We provide free snacks and weekend meals to keep you energized
  • We plan fun events so you can unwind with your team
  • We offer generous parental leave, so you can bond with your newborn
  • Our business model enables us to offer the most competitive pay, with gainsharing for our entire veterinary team — you gain from our growth.
Company Core Values
  • We're obsessed with pets
  • We work as a team
  • We communicate clearly
  • We work happy
  • We're empowered