We're Hiring: Call Center Manager
Remote (India-based candidates preferred)
Full-time US Time Zones (EST/CST/MST/PST)
Competitive Salary + Performance-Based Incentives
Are you a strong leader who thrives in a fast-paced, people-first environment? We're looking for a dynamic Call Center Manager to join our team at Digital Presence Matters, a leading dental marketing agency supporting practices across North America.
If you're passionate about team development, operational excellence, and delivering outstanding customer experience - this role is for you.
About Us
At Digital Presence Matters, we help dental offices grow their fee-for-service patient base through digital marketing and lead management solutions. Our call center team plays a pivotal role in ensuring timely follow-ups, appointment bookings, and top-tier service across the U.S.
Role Overview
As Call Center Manager, you'll lead our remote call center operations - guiding team leads and agents, driving KPIs, enhancing workflows, and ensuring high-quality service. You'll use data-backed decisions to create an efficient, motivated, and performance-driven environment.
Key Responsibilities
Team Management & Leadership
- Supervise daily activities of agents and team leads
- Conduct regular coaching, feedback, and performance reviews
- Foster a positive, collaborative team culture
- Plan and implement professional development initiatives
Call Center Operations
- Monitor call quality and resolve escalated issues
- Optimize scripts, schedules, and call processes
- Maintain adherence to client-specific SLAs and SOPs
Reporting & Strategy
- Analyze call data and performance trends
- Present weekly/monthly reports to senior leadership
- Align team KPIs with business goals
- Manage staffing and budget planning
Technology & Quality Assurance
- Manage CRM, and reporting tools
- Ensure compliance with quality standards and documentation
What You Bring
- 4+ years of experience managing a call center or telesales team
- Track record of hitting service and sales targets
- Strong leadership and communication skills
- Fluent in English (Spanish is a plus)
- Experience with Go High Level CRM is a bonus
- Willing to work in U.S. business hours (evening/night IST)
Perks
- Fully remote role
- Career advancement opportunities
- Performance-based incentives
- Supportive, growth-driven work culture