Lead Call Center Agent

Children's Happy Teeth; La Mirada (CA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

Career development opportunities

Competitive pay and bonus

Job summary

Children's Happy Teeth in Southern California is seeking a Call Center Lead to oversee daily operations, coach the team, and drive performance using data and AI tools to improve patient experience.

The ideal candidate has 2+ years in call center or customer service settings, prior leadership, and strong analytic and communication skills, plus comfort with AI-enabled processes. Spanish bilingual is a plus; join a supportive team with growth opportunities, health benefits, PTO, and holidays.

Qualifications

• 2+ years in a call center, customer service, or admin ops; leadership preferred.
• Experience tracking KPIs, reporting, and using data for improvements.
• Comfort with AI tools and applying AI to workflows and service.
• Strong organizational, analytical, and problem-solving skills with high detail.
• Excellent communication and phone etiquette; ability to coach cross-department.
• Bilingual English/Spanish preferred.

Responsibilities

• Oversee daily call center operations and ensure prompt, professional calls.
• Coach and guide team members to maintain high service standards and productivity.
• Track, analyze, and report KPIs like call volume, response times, and scheduling.
• Leverage AI tools and technologies to improve efficiency and patient experience.
• Monitor quality, identify trends, and implement process improvements.

Skills

Leadership

Performance metrics

AI tools

Analytical skills

Communication

Bilingual (English/Spanish)

Tools

AI 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