Lead Call Center Agent

Children's Happy Teeth & Happy Braces•La Mirada, CA

About The Position

Children’s Happy Teeth is seeking a Call Center Lead to oversee daily call center operations across its Southern California offices. The role supports team performance, tracks reporting, and improves workflows, with an emphasis on using AI tools, digital platforms, and system integrations to increase efficiency and enhance the patient experience.

Requirements

At least 2 years of experience in a call center, customer service, or administrative operations role.
Experience tracking performance metrics, preparing reports, and using data to identify trends and opportunities for improvement.
Comfort using AI tools and interest in applying AI to improve workflows, productivity, and customer service.
Strong organizational, analytical, and problem-solving skills, with exceptional attention to detail.
Excellent communication and phone etiquette, with the ability to coach team members and collaborate across departments.

Nice To Haves

Prior leadership or team lead experience.
Bilingual in English and Spanish.

Responsibilities

Oversee daily call center operations and help ensure calls are handled promptly and professionally.
Support, coach, and guide call center team members to maintain high service standards and productivity.
Track, analyze, and report on key performance indicators, including call volume, response times, scheduling performance, and team productivity.
Leverage AI tools and emerging technologies to improve efficiency, automate repetitive tasks, and enhance the patient experience.
Monitor service quality, identify performance trends, and implement process improvements to deliver an outstanding patient experience.