（Full-time） Outbound Call Center Manager job at Gold Coast Dental | La Habra

Key Responsibilities:

Team Leadership & Management"

Recruit, train, and manage a team of outbound call center agents.
Set performance expectations, monitor KPIs (e.g. call volume, conversion rates, appointment setting), and provide coaching and feedback.
Conduct regular team meetings and one-on-one performance reviews.

Operational Oversight:
Develop and implement scripts, workflows, and best practices to maximize patient conversions and satisfaction.
Ensure compliance with HIPAA and internal patient communication guidelines.
Monitor call center technology systems and collaborate with IT to resolve technical issues.

Campaign Management:


Design, launch, and track outbound campaigns focused on patient reactivation, new patient acquisition, and drip marketing to existing patients.
Coordinate with marketing and front-office teams to align goals and messaging.

Reporting & Analysis:
Generate and analyze daily, weekly, and monthly performance reports.
Identify trends, areas of improvement, and recommend strategic adjustments.
Present regular updates and performance insights to senior leadership.

Work Hours:

• Monday to Friday, 8-hour shifts

Qualifications:

3+ years of experience managing an outbound call center, preferably in a healthcare or dental setting.
Proficient with CRM systems, call center platforms (e.g., RingCentral, Five9), and Microsoft Office Suite.
Knowledge of dental procedures, terminology, and insurance is a plus.
Ability to multitask in a fast-paced, patient-focused environment.

Preferred Skills:

Experience with Open Dental practice management software.
Bilingual in English and Spanish is a plus.
Familiarity with HIPAA compliance and healthcare regulations.