Call Center Lead

Call Center Lead

The Call Center Lead plays a critical leadership role in driving the performance, culture, and patient experience of the Dental Depot DFW Call Center. This role is responsible for leading a high-performing team of representatives, optimizing call center workflows, coaching for results, and ensuring an exceptional experience for every patient interaction. The Call Center Lead partners closely with operations and practice teams to achieve organizational goals and support growth.

Primary Objectives

• Lead, coach, and develop call center representatives to consistently deliver best-in-class service.
• Drive team performance to achieve call center KPIs including conversion rates, response times, and patient retention.
• Foster a team culture centered around accountability, positivity, and patient-first service.
• Implement best practices to improve call quality, scheduling efficiency, and patient engagement.
• Support ongoing growth by identifying process improvements and training needs.

Key Responsibilities

Team Leadership & Development

Operational Excellence

Patient Experience & Conversion

Data & Performance Reporting

Key Performance Indicators (KPIs)

Required Skills & Qualifications

Physical Requirements

Work Environment & Hours

Additional Responsibilities

This job description is not designed to cover or contain a comprehensive list of all duties or responsibilities. Tasks and responsibilities may change based on business needs.