Call Center Manager - Player/Coach (US Dental Appt Setter Team)

Lead from the Front: Set Appointments, Build Champions, Drive Results

We're a fast-growing company partnering with premium US dental practices (implants, veneers, Invisalign, cosmetic). We need a hands-on Call Center Manager who can both excel at appointment setting AND elevate our entire Philippines-based team to new heights.

This isn't just a management role—it's a player-coach position where you'll demonstrate excellence while developing others. Perfect for an experienced setter ready to step into leadership or a team lead who still loves being on the phones.

Your Dual Mission:

AS A PLAYER (50% of your time):

- Set the standard by personally calling, texting, and booking warm leads
- Demonstrate mastery of qualification, objection handling, and closing
- Maintain top-tier metrics that inspire your team
- Show what "great" looks like in real-time

AS A MANAGER (50% of your time):

- Lead, train, and coach a team of appointment setters
- Conduct daily huddles, side-by-side coaching, and call reviews
- Run weekly performance reviews and create improvement plans
- Monitor team KPIs and drive consistent achievement of targets
- Report directly to ownership with insights and recommendations
- Develop and refine scripts, SOPs, and training materials
- Handle escalations and support tea ---------- mbers in real-time
- Performance Standards (For You & Your Team):

Metrics You'll Be Responsible For:
Speed-to-lead: First call within 5 minutes
Book rate: 20-35% of quality contacts
Show rate: 80%+ with proper follow-up
CRM hygiene: 100% same-day updates
Team retention: 90%+ quarterly

What You Bring:

- 2-3+ years appointment setting/inside sales experience
- 1+ year team lead or management experience (call center preferred)
- Proven track record of both personal performance AND developing others
- Excellent English (C1+) with clear communication and coaching ability
- Natural teacher who can break down complex concepts simply
- Data-driven mindset with experience analyzing metrics
- Expert in CRM management and call center operations

Schedule & Commitment:

- Full-time (40-45 hrs/week), Split over a 6-day work week
- US business hours (EST to PST Timezone)
- Philippines night shift (e.g., EST 9am-6pm = PH 9pm-6am)
- Must be available for emergency escalations

Tech Requirements:

- Stable wired internet 30+ Mbps
- Noise-cancelling headset + professional home office setup
- Proficient in GoHighLevel (or similar CRM), Google Workspace, Slack
- Experience with call monitoring/coaching tools
- Bonus: HotProspector (dialler system)

Why This Role is Special:

- Direct line to company ownership - your voice matters
- Build and shape a growing team from the ground up
- Competitive manager-level compensation + performance bonuses
- Clear path to Head of Sales Operations as we scale
- Paid training, proven systems, and full support
- Work with high-value US healthcare clients

Compensation:

- Base: $1,200-1,800/month (based on experience)
- Personal performance bonus: Up to $500/month
- Team performance bonus: Up to $500/month
- Total earning potential: $2,200-2,800/month

Ready to Lead?

Complete our application NOW: ----------

We're moving fast and interviewing immediately. Strong candidates will receive a response within 48 hours.

IMPORTANT:

*Any applications that don't submit the application form with the loom video will not be considered