Team Leader/Call Center Manager (Dental & Orthodontic Offices)

We are looking for a strong Call Center Manager to oversee inbound and outbound lead follow-up for dental and orthodontic practices. This person will be responsible for managing rep performance, improving appointment booking rates, coaching call quality, supporting client communication, and ensuring leads are handled quickly, professionally, and consistently. This is an operations, coaching, and performance management role first. CRM experience, including GoHighLevel, is important, but the ideal candidate must understand how to manage a call center team, improve conversion rates, and create accountability across the full lead-to-appointment process. Core Responsibilities: 1. Team Leadership & Operations - Manage day-to-day inbound and outbound call center operations - Ensure consistent execution of scripts, SOPs, scheduling rules, and client-specific processes - Monitor team performance and maintain accountability to activity and performance goals - Resolve escalations and operational issues in a timely manner - Build and improve operational documentation, SOPs, and training resources 2. Coaching & Performance Management - Review call recordings, QA scores, and performance data - Provide coaching, feedback, role play sessions, and ongoing development for team members - Improve appointment-setting performance, objection handling, call control, communication skills, and follow-up execution - Identify root causes of performance issues and implement improvement plans 3. Reporting & Analytics - Monitor key performance metrics and identify opportunities for improvement - Analyze CRM, lead, and call data to uncover trends and bottlenecks - Prepare and present performance reports to leadership and clients -Translate data into actionable recommendations Key metrics include: Contact Rate, Booking Rate, Show Rate, Speed-to-Lead, Follow-Up Completion, Agent Productivity, Reactivation Performance 4. Client & CRM Oversight - Communicate directly with clients, practice owners, office managers, and internal teams - Audit CRM workflows and operational processes to identify opportunities for improvement - Oversee lead management, appointment scheduling, follow-up systems, and reactivation campaigns Required Qualifications: 1. Experience managing inbound and outbound call center teams 2. Proven success coaching and developing performance-driven teams 3. Strong understanding of call quality, appointment-setting, and conversion optimization 4. Experience tracking KPIs and using data to drive decisions 5. Proficiency with Google Sheets or Excel and performance reporting 6. Experience working within CRM and lead management systems Preferred Qualifications 1. GoHighLevel experience 2. Dental, orthodontic, healthcare, or appointment-setting experience 3. Experience managing marketing-generated leads 4. Experience with reactivation campaigns 5. Agency experience 6. Experience communicating directly with business owners or office managers Ideal Traits - Highly accountable and process-driven - Strong communicator and coach - Data-driven and results-oriented - Detail-oriented with excellent follow-through - Proactive problem solver - Calm under pressure - Strong sense of ownership and urgency - Comfortable in a fast-paced, evolving environment To Apply: Please send us your updated resume and a short video introduction highlighting your related experiences. We look forward to hearing from you! Please note: Only qualified candidates will be contacted.