Call Center Manager

Job Description

Job Description

We are seeking an experienced, energetic, and results-driven Call Center Manager to lead our dynamic team of 5–10 call center representatives at our Dental Practice. The ideal candidate will be responsible for driving performance and productivity while maintaining a positive and motivating team culture. This is not a cold-calling position —our team exclusively contacts individuals who have reached out previously or have been seen in our office.

Must have experience in call center work, sales and management. Must also be fully fluent in both Spanish and English .

Key Responsibilities :

• Team Leadership & Supervision :
• Oversee daily operations of the call center team focused on scheduling new and returning patients and encouraging case acceptance.
• Monitor and manage individual performance, ensuring each team member completes ~150 daily contacts (calls / texts / emails).
• Provide ongoing coaching, training, and feedback to team members.
• Promote a balance of accountability and motivation, addressing performance issues with professionalism and clarity.
• Performance & Goal Setting :
• Set clear KPIs and productivity benchmarks for the team.
• Track and report team performance metrics; implement strategies to consistently hit targets.
• Use data to optimize call efficiency and conversion rates.
• Motivation & Culture :
• Foster an upbeat, fun, and engaging work environment while minimizing distractions.
• Develop and implement incentive programs, contests, and recognition initiatives.
• Celebrate wins while constructively addressing areas for improvement.
• Process Management :
• Ensure all calls are patient-focused, compliant with office protocols, and align with the practice’s standards of care.
• Coordinate with front desk, treatment coordinators, and clinical staff to streamline scheduling and follow-ups.
• Help optimize scripts, workflows, and call strategies to improve outcomes.

Our hours are : Tuesday - Saturday

Tues, Weds, Friday : 8 : 00 - 5 : 00

Thursday 12 : 00 - 10 : 00

Saturday 8 : 00 - 5 : 00

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Requirements

Our ideal Call Center Manager will possess :

Benefits