Lead Call Center Agent
Job in
La Mirada, Los Angeles County, California, 90637, USA
Listed on 2026-10-26
Listing for:
Children's Happy Teeth & Happy Braces
Full Time
position Listed on 2026-10-26
Job specializations:
-
Customer Service/HelpDesk
Call Center / Support, Customer Service Rep, Customer Success Management
Job Description & How to Apply Below
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 OverviewAs 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
- 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
- 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
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