Lead Call Center Agent

Children's Happy Teeth & Happy Braces; La Mirada (CA); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

Competitive pay + bonus

Job summary

Children’s Happy Teeth is seeking a Call Center Lead in Southern California to oversee daily operations and guide a team toward exceptional patient service. You will leverage AI tools and digital platforms to streamline workflows and improve overall experience.

The role requires data-driven leadership, strong communication, and a proactive approach to adopting new technologies to boost efficiency and patient satisfaction.

Qualifications

• 2+ years in a call center, customer service, or admin ops; leadership experience preferred.
• Experience tracking performance metrics, preparing reports, and using data to identify trends.

Responsibilities

• Oversee daily call center operations and ensure timely, professional calls.
• Coach and guide team members to maintain high service levels and productivity.
• Track, analyze, and report KPIs like call volume, response times, and scheduling performance.

Skills

Leadership

Data analysis

AI tools

Communication

Bilingual English/Spanish

Tools

CRM software

AI platforms

Reporting tools

Job description

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