Lead Call Center Agent

About Us

At Children's Happy Teeth, we believe every child deserves a bright, healthy smile — and every parent deserves a smooth, stress-free experience. With multiple offices across Southern California, we're looking for a Call Center Lead who combines strong leadership, customer service, and digital skills to help our team succeed.

Job Overview ‍
As a Call Center Lead, you'll oversee daily call center operations, support team performance, track reporting, and improve workflows. We're looking for a tech-savvy, data-driven leader who can leverage AI tools, digital platforms, and system integrations to improve efficiency and patient experience.

Key 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 (KPIs), 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

Qualifications

• 2+ years of experience in a call center, customer service, or administrative operations role; prior leadership or team lead experience strongly preferred
• Experience tracking performance metrics, preparing reports, and using data to identify trends and opportunities for improvement
• Comfortable using AI tools and interested 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
• Bilingual (English/Spanish) preferred

Why You'll Love Working With Us:

Supportive team culture with opportunities to lead and make an impact
Opportunities for career advancement and professional development
Competitive pay & bonus
Health, dental, and vision insurance
Paid time off and holidays

APPLY TODAY: https://childrenshappyteeth.com/