Call Center Lead

Dental Depot•Lewisville, TX

1d•Onsite

About The Position

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. The primary objectives include leading, coaching, and developing call center representatives to consistently deliver best-in-class service, driving team performance to achieve call center KPIs including conversion rates, response times, and patient retention, fostering a team culture centered around accountability, positivity, and patient-first service, implementing best practices to improve call quality, scheduling efficiency, and patient engagement, and supporting ongoing growth by identifying process improvements and training needs.

Requirements

2+ years of experience in a call center or dental front office setting
Strong communication and problem-solving skills
High emotional intelligence and ability to lead with empathy
Proven ability to motivate and develop individuals and teams
Proficiency with scheduling software and CRM/call systems
Organized and data-driven with strong follow-through and accountability
Ability to thrive in a fast-paced, high-volume environment

Nice To Haves

1+ years of leadership, coaching, or team lead experience

Responsibilities

Provide daily leadership, motivation, and coaching for call center team members.
Conduct call audits, quality assurance reviews, and performance feedback sessions.
Support onboarding and ongoing training to improve skills and service standards.
Promote a culture of excellence, teamwork, and continuous improvement.
Oversee daily performance metrics, monitor call queues, and manage team workflow.
Lead by example by handling escalated patient calls with professionalism and empathy.
Monitor and enforce adherence to call center protocols, scripting, and service standards.
Partner with leadership to implement new systems, software, and process improvements.
Ensure timely response to all phone, text, and online inquiries.
Drive same-day scheduling, treatment reactivation, and hygiene recare strategies.
Support conversion of inbound and outbound calls from inquiry to appointment.
Monitor patient reviews, and service recovery outcomes.
Track and report daily, weekly, and monthly KPIs by team member and call center.
Analyze data trends and recommend strategies to improve results.
Maintain accurate patient interaction records and ensure data integrity.
Collaborate with regional and office teams to align communication efforts.