Job Description

Call Center Lead – Job Description

Department: Call Center
Reports To: Operations Leadership
Location: Dental Depot Lewisville – In Office
Status: Full-Time (40 hours/week)

Purpose

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

• 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.

Operational Excellence

• 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.

Patient Experience & Conversion

• 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.

Data & Performance Reporting

• 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.

Key Performance Indicators (KPIs)

• Call conversion rates (inbound & outbound)
• Response times for text/online inquiries
• Patient retention & recare scheduling rates
• Call quality/scripting adherence
• Team attendance and productivity metrics
• Patient satisfaction scores and reviews

Required Skills & Qualifications

• 2+ years of experience in a call center or dental front office setting (required)
• 1+ years of leadership, coaching, or team lead experience (preferred)
• 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

Physical Requirements

• Ability to remain seated and use computer/phone systems for extended periods (75% of time)
• Consistent use of office technology including headsets, computers, and phone systems

Work Environment & Hours

• In-office leadership role
• Full-time: 40 hours per week
• Some flexibility based on call volume or business needs

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.

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