Glidewell Dental Careers

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 

Glidewell Laboratories is the industry leader in dental technology due to our agility, speed, and cutting edge technology. We work in a fast-paced and highly sought-after employee-friendly work environment. Behind all of this success is an amazing group of people who are passionate about bringing innovation to the marketplace, while providing quality and affordability to better the lives of people all over the world. If you share in our passion for teamwork and a vision for excellence, let's talk about a rewarding career at Glidewell!

In addition are the following generous employee benefits: Medical, Dental, Vision, 401K with company match, company-paid life insurance, additional onsite dental services, vacation, holiday, and sick time, employee gym (with fitness classes and meditation room), employee medical/wellness center (with massage therapy and acupuncture), two company subsidized cafes, Internet cafes, employee lounges with big screen TVs, game tables, fun company sponsored events, a diverse work environment with over forty nationalities represented, and much more!

Glidewell Laboratories is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. We are committed to the principle of equal employment opportunity for all employees and to provide employees with a work environment free of discrimination and harassment on the basis of race, color, religion, national origin, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [email protected]. Please indicate the specifics of the assistance needed.

Note to Current employees: Please apply through Employee Transfer Application to complete the transfer request form.