ICON Smile Studios - Orthodontics, Pediatric Dentistry & More

Call Center Manager

Job Title: Call Center Manager

Job ID: 27757163

Location: Virginia Beach, VA, 23462

Other Location

Description

Position Overview

We are seeking a dynamic and results-driven Call Center Manager to lead our centralized patient communication team. In this pivotal leadership role, you will oversee the daily operations of our multi-location call center, build a culture of excellence, and drive performance outcomes that support both patient satisfaction and practice growth.

Key Responsibilities

Lead, mentor, and manage a team of call center representatives to meet performance, quality, and conversion targets
Monitor real-time metrics including call volume, response time, abandonment rate, and appointment conversions
Implement coaching programs, SOPs, and scripts to enhance team efficiency and patient communication
Analyze performance data and patient feedback to improve workflows and service standards
Collaborate with marketing, clinical, and front office teams to ensure seamless patient experience
Manage workforce scheduling and coverage to ensure service continuity across all operational hours
Develop onboarding and training modules for new agents and support ongoing education
Ensure compliance with HIPAA, company policies, and service excellence protocols

Qualifications

3–5+ years of experience in call center management or customer service leadership, preferably in healthcare or dental
Strong team leadership and coaching abilities
Data-driven with excellent analytical and reporting skills
Clear, empathetic communicator with strong interpersonal skills
Experience with VOIP systems, CRM platforms, and patient communication tools (Weave, Salesforce, Solutionreach, etc.)
Bachelor's degree in Business, Management, Healthcare Administration, or a related field (preferred)

What We Offer

Competitive base salary with performance-based incentives
Full benefits package including medical, dental, vision, and 401(k)
Professional development opportunities
A supportive and collaborative leadership team
An opportunity to shape and scale an impactful patient-facing function

Why This Role Matters

As our Call Center Manager, your leadership will directly impact our brand reputation, new patient growth, and clinic efficiency. You will build and scale a high-performing team that plays a critical role in delivering a best-in-class patient experience—starting from the very first call.

Equal Opportunity Employer

We are proud to be an equal opportunity employer and value diversity at every level of our organization. We welcome applicants from all backgrounds.