Admissions Call Center Lead

Milestone Treatment

Marlton (NJ)

On-site

USD 70,000 - 90,000

Full time

7 days ago

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Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Professional development opportunities

Career advancement within organization

Job summary

Milestone Addiction Treatment in Marlton, NJ is hiring a Call Center Supervisor for Behavioral Health Admissions. You will oversee the admissions call center, coaching Coordinators, and driving conversion, speed-to-lead, and high-quality client experiences.

The role requires direct call center leadership in healthcare admissions and a track record of achieving KPIs. You'll partner with the Director of Admissions to set goals, monitor performance, and continuously improve processes, scripts, and

Qualifications

Direct call center experience is required.
Experience supervising, leading, coaching, or developing employees in a high-volume call center environment.
Strong understanding of sales conversion, pipeline management, lead management, and performance coaching.
Experience working against measurable KPIs, conversion goals, and revenue/admissions targets.
Experience with CRM and call center technology; Salesforce experience preferred.

Responsibilities

Lead the day-to-day performance and workflow of Milestone's admissions call center.
Supervise, coach, and develop Admissions Coordinators to improve individual and team performance.
Establish clear expectations around conversion, speed-to-lead, follow-up, call quality, pipeline management, and admissions performance.
Monitor call center KPIs and identify trends, performance gaps, and opportunities for improvement.
Review calls and provide coaching around rapport, objection handling, urgency, closing, and prospective client experience.
Ensure leads are distributed, contacted, followed up on, and managed effectively.
Monitor staffing, scheduling, call volume, and coverage to maintain appropriate responsiveness.
Ensure consistent CRM usage and strong pipeline and documentation discipline.
Help develop and improve call center processes, scripts, workflows, training, and performance standards.
Partner closely with the Director of Admissions to establish goals, evaluate performance, and execute admissions strategies.
Build a culture of accountability, urgency, teamwork, competition, and compassion.