Call Center Operations Manager

Location: Minnetonka, MN (On-site)

Employment Type: Full-Time

be Bright is a doctor-founded, doctor-led organization dedicated to creating bright smiles and lifelong impact for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, be Bright delivers superior patient experiences and clinical outcomes. Focused exclusively on pediatric dentistry and orthodontics, be Bright empowers local practices with clinical autonomy while providing comprehensive administrative and operational support.

Since its founding, be Bright has been a trusted partner to providers and practices and continues to grow with purpose. At be Bright, every patient, provider, and team member’s smile is a priority.

be Bright is seeking a Call Center Operations Manager to lead and scale our centralized call center function. This role is responsible for day-to-day operational performance, oversight of a remote outsourced call center partner, and continuous improvement of the patient experience across all inbound and outbound touchpoints. This role is highly operational and metrics-driven. You will own workflows, training, performance management, and execution while partnering cross-functionally with Operations, Marketing, Revenue Cycle, and Clinical teams.

A core expectation is the ability to train and coach frontline call center agents to deliver an exceptional, empathetic, and efficient patient experience from the very first interaction.

• Own daily call center operations, performance, and execution across all locations
• Lead and manage an outsourced call center partner, including performance reviews, training standards, and accountability
• Design, implement, and continuously refine call handling workflows, scripts, escalation paths, and quality standards
• Train and coach frontline agents on patient experience, call conversion, scheduling accuracy, and brand standards
• Analyze operational and patient access metrics to identify trends, gaps, and improvement opportunities
• Partner with Marketing to optimize new patient call handling and conversion
• Partner with Operations and Clinical leaders to align scheduling, access, and patient flow
• Ensure consistent workforce management practices including staffing models, coverage, and productivity
• Drive a culture of accountability, continuous improvement, and patient-first service

• Fully understand be Bright’s care model, patient journey, and call center workflows
• Build strong relationships with outsourced call center leadership and internal stakeholders
• Assess current performance, scripts, training materials, and KPIs
• Identify quick-win opportunities to improve call handling and patient experience

• Implement standardized training and coaching expectations for frontline agents
• Establish consistent performance reporting and operational rhythms
• Improve call quality, scheduling accuracy, and escalation handling
• Begin driving measurable improvements in key access and conversion metrics

• Fully own call center performance and vendor accountability
• Deliver sustained improvement in call answer rates, conversion of opportunities, and patient satisfaction
• Present a clear roadmap for scaling the call center alongside company growth
• Be recognized internally as the owner of patient access and first-touch experience

Success in this role will be measured by clear, objective metrics, including but not limited to:

• Call Answer Rate
• Abandoned Call Rate
• New Patient Call Conversion Rate
• Scheduling Accuracy and Utilization
• Speed to Answer and return calls
• Call Quality and QA Scores
• Patient Experience and Satisfaction Metrics
• Productivity and Staffing Efficiency of Outsourced Team

• Proven experience in contact center or call center operations management
• Strong experience managing remote and outsourced service teams
• Demonstrated ability to improve customer or patient experience through training and process design
• Highly analytical with experience using data to drive operational decisions
• Experience with workforce management, staffing models, and performance optimization
• Strong leadership, communication, and cross-functional collaboration skills
• Bachelor's degree in business administration, Management, or a related field preferred
• Experience in dental, healthcare, or multi-site service environments is a plus
• Experience with Voice Stack or similar call center phone systems is a plus

• Competitive salary commensurate with experience
• Comprehensive health, dental, and vision benefits
• Retirement savings plan with employer safe harbor program
• Generous paid time off and holidays
• Collaborative and mission-driven company culture focused on improving patient outcomes

be Bright participates in E-Verify.