Marketing Call Center Manager - Five Nine and goHighLevel

Marketing/Outbound Call Center Manager Are you tired of being held back from implementing your ideas to dramatically improve the outbound/marketing call center team you’re currently managing?  It’s time to unleash your potential! This is a new position for Gold Coast so we’re looking for someone with experience to come in and help set things up.  Through our social media ads and other sources we receive a large number of dental leads.  These are currently being called/worked by an outside company and we’re looking to bring this functionality in house. 

• A solid working knowledge of technology options for running a successful outbound call center is a must.  CRM and call center software.


• Experience SETTING UP and maintaining a call center solution, Five Nine or equivalent.


• Experience SETTING UP and maintaining a CRM solution, HighLevel or equivalent


• Experience managing a team of outbound call agents.  You will need to hire, train and monitor a team of new outbound/marketing call center agents.


• We are a data driven company so you will keep, and be held accountable to, metrics for your division

Now a ChatGPT generated, but still pretty good, generic job description:
Position Summary: We are seeking a dynamic and results-driven Outbound Call Center Manager to lead and oversee the daily operations of our outbound call center team. This role is critical to driving lead follow up and reactivation campaigns for our dental group. The ideal candidate will have experience managing outbound/marketing call center teams, with a strong emphasis on performance metrics, coaching, and process optimization.
Key Responsibilities:

• Team Leadership & Management
  
  
  
  • Recruit, train, and manage a team of outbound call center agents.
  
  
  • Set performance expectations, monitor KPIs (e.g. call volume, conversion rates, appointment setting), and provide coaching and feedback.
  
  
  • Conduct regular team meetings and one-on-one performance reviews.
  
  
  
  


• Operational Oversight
  
  
  
  • Develop and implement scripts, workflows, and best practices to maximize patient conversions and satisfaction.
  
  
  • Ensure compliance with HIPAA and internal patient communication guidelines.
  
  
  • Monitor call center technology systems and collaborate with IT to resolve technical issues.
  
  
  
  


• Campaign Management
  
  
  
  • Design, launch, and track outbound campaigns focused on patient reactivation, new patient acquisition, and drip marketing to existing patients.
  
  
  • Coordinate with marketing and front-office teams to align goals and messaging.
  
  
  
  


• Reporting & Analysis
  
  
  
  • Generate and analyze daily, weekly, and monthly performance reports.
  
  
  • Identify trends, areas of improvement, and recommend strategic adjustments.
  
  
  • Present regular updates and performance insights to senior leadership.
  
  
  
  

Qualifications:

• 3+ years of experience managing an outbound call center, preferably in a healthcare or dental setting.


• Proficient with CRM systems, call center platforms (e.g., RingCentral, Five9), and Microsoft Office Suite.


• Knowledge of dental procedures, terminology, and insurance is a plus.


• Ability to multitask in a fast-paced, patient-focused environment.

Preferred Skills:

• Experience with Open Dental practice management software.


• Bilingual in English and Spanish is a plus.


• Familiarity with HIPAA compliance and healthcare regulations.