Call Center Manager

Pearlstreetdentalpartners; Dallas (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

Pearl Street Dental Partners is seeking a Call Center Manager to oversee the scheduling team in Dallas. This role involves developing staff, improving workflows, and ensuring exceptional service delivery in a fast-paced healthcare environment. Ideal candidates will bring leadership experience and a commitment to patient service excellence.

Benefits

Employee Healthcare

Vision Plan

401k plan with company match

Paid Time Off

Qualifications

• Experience in call center leadership, ideally healthcare or dental setting.
• Strong oral and written communication abilities.
• Ability to motivate and develop team members.

Responsibilities

• Lead the day-to-day operations of the centralized scheduling team.
• Supervise and develop Call Center Specialists.
• Analyze call trends to improve efficiency and patient satisfaction.

Skills

Communication

Team Leadership

Problem Solving

Education

3+ years of experience in a call center leadership role

Bilingual in English and Spanish

Tools

CRM platforms

Microsoft Office Suite

Job description

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Headquartered in Dallas, Texas, Pearl Street is a partnership-oriented dental practice management company that collaborates with top performing dentists to help them achieve their goals, unlock growth, and enhance operations, all while sustaining the partner dentist’s autonomy. With forty-three partner practices and over five hundred employees, Pearl Street is a leader in Texas and Oklahoma focused on preserving the spirit of private practice dentistry, while equipping partner dentists with the technology, resources, and infrastructure that come from being part of a larger organization. Pearl Street’s co-ownership model and dentist-centric culture provide dentists with a true business partner and extensive support system to help their practices thrive over the long-term.

What can we offer you?

• An environment that provides the best and highest quality dental care.
• An opportunity to be a part of a family/team. We are better together than on our own.
• An environment that values individual autonomy and personal growth. Micro-management isn’t in our DNA.
• A place that puts “people first”. We build strong relationships with patients and team members.
• An environment of teamwork and mutual service amongst our coworkers.
• Motivation to learn and grow, and to continuously seek opportunities to innovate our systems and improve patient service.

Who are you?

You are a results-driven and compassionate leader with a passion for patient service and operational excellence. As a Call Center Manager, you bring strong communication skills, a talent for motivating others, and a keen eye for improving workflows. You thrive in a fast-paced environment, managing day-to-day operations while developing your team of Call Center Specialists. You are committed to creating an exceptional scheduling experience and understand the importance of professionalism, empathy, and efficiency in a dental support setting.

What will you be doing?

As the Call Center Manager, you will lead the day-to-day operations of our centralized scheduling team, driving performance and creating a culture of service excellence. Your responsibilities will include:

• Supervising, coaching, and developing a team of Call Center Specialists with a focus on performance, training, and daily support.
• Monitoring call volume, service levels, and individual metrics to ensure team performance aligns with organizational goals.
• Analyzing call trends and patient feedback to identify opportunities for improved efficiency and patient satisfaction.
• Maintaining consistent and accurate messaging by managing call scripts, workflows, and procedures.
• Partnering with HR and leadership on staffing, recruitment, and onboarding efforts.
• Collaborating with operations, marketing, and scheduling teams to align on communication standards and scheduling protocols.
• Managing escalated patient concerns with empathy and professionalism to ensure timely resolution.
• Tracking and reporting key performance indicators (KPIs), including handle time, abandonment rate, and scheduling accuracy.
• Ensuring team compliance with company policies and healthcare regulations, including HIPAA.
• Fostering a supportive and high-performing team environment focused on accountability, collaboration, and patient-centered service.

What will you bring?

• 3+ years of experience in a call center leadership role, preferably in a healthcare or dental setting.
• Strong understanding of call center operations, metrics, and technologies (e.g., phone systems, CRM platforms).
• Excellent verbal and written communication skills with a focus on customer service excellence.
• Proven ability to lead, motivate, and develop a team.
• Detail-oriented with strong problem-solving and organizational skills.
• Proficiency in Microsoft Office Suite and call center management tools.
• Dental office or DSO experience is highly preferred.
• Bilingual in English and Spanish is a plus.

What does our Comp and Benefits package look like?

• Employee Healthcare
• Vision Plan
• Employer Paid Life Insurance; Additional Voluntary Life Insurance available
• Voluntary benefits - STD and LTD, Accident, Critical Illness, Hospital Indemnity
• Paid Time Off
• 401k plan with company match

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Hospitals and Health Care

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