Contact Center Team Lead

Job Description

Job Description

Description:

The Role

This is a sales leadership role. Every inbound call is a sales opportunity, and your job is to build a team that turns callers into booked and kept consults for life-changing implant treatment. SPG is self-pay, so your team sells the value of treatment on every call, without insurance to lean on.

You lead 10 to 15 Patient Help Center Specialists, plus a small number of offshore specialists through SPG's BPO partner. You run the floor, coach sales conversations, manage attendance, and own your team's sales results. You take calls as backup, but call handling supports the role. It is not the role.

What You'll Do

• Sales coaching: coach specialists on building rapport, creating value, handling objections (price, financing, fear, "I need to think about it"), creating urgency, and closing for the consult. Use recordings, side-by-side listening, and role play tied to conversion data.
• Sales results: own your team's consult conversion and kept consults, along with adherence, missed call rate, and QA on the Contact Center Scorecard.
• Performance coaching: turn QA and live call observations into documented coaching plans, and act early when a specialist's conversion trends down.
• Real-time floor management: direct queue coverage and move specialists between inbound and outbound as volume shifts.
• Schedule and attendance: approve swaps and time off, fill coverage gaps, and document every exception the same day.
• Accountability: issue verbal and written corrective action per SPG HR process.
• Offshore coordination: direct the daily work of BPO-assigned specialists and partner with the BPO supervisor on coverage and quality.
• Training: support new hire training and certification with the QA/Trainer, and model the SPG Call Handling Script on every call.
• Reporting: deliver a weekly team review to the Contact Center Manager, and bring solutions with every problem you flag.

Decision Authority

• Shift swaps, time off, and real-time schedule exceptions within coverage requirements.
• Queue assignments, including pausing outbound work during volume spikes.
• Coaching plans and verbal and written corrective action for SPG-employed specialists.

• Final written warnings, terminations, and any employment action for BPO-assigned specialists.
• Overtime outside the approved allowance or coverage below the published minimum.
• Changes to the Call Handling Script, SOPs, or QA rubric.

Your recommendations on advancement, PIPs, and termination carry significant weight with the Contact Center Manager.

How Success is Measured

Targets are set quarterly by the Director of Contact Center Operations. Sales results come first. You are measured on team consult conversion, kept consults, schedule adherence, missed call rate, attendance and coaching documentation, and specialist retention.

What You Bring

• 2 or more years of sales or inbound sales contact center experience, including at least 1 year leading, supervising, or mentoring a sales team.
• Proven sales coaching results : you have raised a team's conversion or close rate by coaching objection handling and closing, and you have the numbers to prove it.
• A competitive, goal-driven mindset. You track your team's numbers daily and hate leaving a consult on the table.
• Fast, calm decision making during high-volume periods and escalations.
• Strong tech skills: comfortable in a CRM like Salesforce, cloud phone systems like RingCentral, and Excel or Google Sheets reporting. You learn new tools quickly and look for ways to automate repetitive work.
• Confidence giving direct feedback and holding people accountable, including former peers.
• Clear, consistent, same-day documentation habits.

Stand out if you have

• Experience leading remote, offshore, or vendor-provided staff across time zones.
• Experience in healthcare, dental, or patient scheduling.
• Experience selling or coaching high-ticket, self-pay services.

Our Values

You set the standard for SPG's six core values on your team every day: Attitude of Gratitude, Sense of Ownership, Compassionate Clarity, Constant Improvement, Team First!, and Create Raving Fans!

Why Shared Practices Group?

At Shared Practices Group, we're passionate about transforming lives through exceptional dental care. Our Patient Help Center plays an essential role in helping patients take the first step toward a healthier, more confident smile.

We're looking for a leader who shares that passion and is excited to make a meaningful impact on both their team and the patients we serve.