Our call center, called the Concierge Center, is the first point of contact for our patients, and how we show up on the phone matters. We’re looking for a call center leader who brings a strong hospitality mindset, understands call center operations and KPIs, and knows how to coach agents to deliver both excellent service and strong results. The call center team is made up of 10 local agents in a high call volume setting, serving our 17-location orthodontic practice. 

If you believe great service and strong performance belong together, we’d love to hear from you. 

This role blends patient experience, performance management, and team development. 

Key Responsibilities 

• Patient Experience & Hospitality 

• Set and model a warm, professional, and patient-centered tone on every call. 

• Ensure consistent, high-quality interactions that reflect our service standards. 

• Call Center Operations & KPIs 

• Monitor and manage call center metrics. 

• Use data to identify trends and opportunities for improvement. 

• Partner with leadership to improve efficiency and outcomes. 

• Team Coaching & Development 

• Coach agents through regular feedback and call reviews. 

• Support onboarding and ongoing training. 

• Build accountability while maintaining a supportive team culture. 

• Scheduling & Systems 

• Learn and manage scheduling templates, appointment types, and workflows. 

• Ensure accuracy and efficiency in patient scheduling. 

• Collaborate with operations and clinical teams to improve processes and systems. 

• Leadership & Communication 

• Provide steady, visible leadership. 

• Communicate clearly and calmly with the team. 

• Create an environment where agents feel supported and motivated. 

Qualifications 

• Alignment with WGM’s core values listed below 

• Positively impacting the community, one patient at a time. 

• Authentically, leading by example. 

• Ambitiously pursuing excellence in all things. 

• Demonstrating dependability, accountability, and trust in our daily interactions.  

• College degree preferred but not required. An equivalent combination of education and relevant experience will be considered. 

• At least 3-5 years of experience in call center management, preferably in healthcare, dental or hospitality setting. 

• Experience coaching and developing agents. 

• Excellent communication and interpersonal skills. 

• Proficiency in Microsoft Office Suite. 

• Strong understanding of call center KPIs and performance management. 

• Strong problem-solving skills and attention to detail. 

• Familiarity with scheduling systems or appointment-based workflows. 

Skills & Attributes 

• Warm, confident communicator 

• Patient-focused and service-driven 

• Data-informed and solutions-oriented 

• Comfortable learning complex systems 

• Calm, steady, and adaptable 

• Conflict resolution 

Why This Role 

• Directly shape the patient experience from the very first interaction 

• Lead a team that plays a critical role in organizational success 

• Opportunity to build structure, elevate service, and make a lasting impact  

What We’ll Offer in Return  

• Medical, dental, and vision benefits 
• Pay DOE $50,000-$60,000 per year

• 401K with company match 

• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development 

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Management reserves the right to revise the job or to require that other or different tasks be performed as assigned.