The Opportunity:

Our client, a fast-growing Dental Service Organization (DSO) with 50+ clinics across Canada, is hiring a Call Center Manager to lead, grow, and transform the organization’s centralized patient support team. The successful candidate will be responsible for developing a scalable call center strategy that enhances patient communication, supports clinic operations, and drives top-line growth through stronger outbound engagement.

Managing a small but nimble team today, this leader will play a key role in building the team’s structure, processes, and capabilities to meet the demands of a growing clinic network. This is a highly visible and strategic opportunity to create the foundation for a high-performing call center that becomes a critical pillar in the business’s next phase of growth.

What You’ll Be Doing:

• Develop and implement a forward-thinking call center strategy aligned with business growth and patient experience goals
• Manage and coach a small team of call center representatives, providing guidance, accountability, and performance development
• Create the roadmap to scale the team, including hiring, training, and onboarding processes to support future expansion
• Optimize outbound call efforts to improve appointment bookings, patient retention, and reactivation campaigns
• Analyze performance metrics and call center data to identify trends, gaps, and areas for improvement
• Partner with Marketing and Clinic Operations to align outbound calling campaigns with clinic needs and business priorities
• Design and roll out training programs to improve communication effectiveness, service quality, and patient engagement
• Implement tools and workflows that increase team productivity, streamline workflows, and improve patient response times
• Lead continuous improvement initiatives focused on enhancing the patient support experience and increasing operational efficiency
• Collaborate with cross-functional teams to ensure the call center integrates seamlessly with overall clinic operations
• Foster a positive team culture built on collaboration, service excellence, and a strong commitment to delivering value to patients
• Serve as a key internal advocate for the call center’s value, proactively communicating wins and opportunities to senior leadership
• Support the adoption and integration of new systems or technologies that enhance call center capabilities

What You'll Need to Be Successful:

• 2+ years of experience in a call center leadership role, with proven success in building and scaling teams
• Strong understanding of outbound calling strategies and best practices, ideally in a healthcare or service-driven environment
• Experience developing call center strategy and leading operational transformation initiatives
• Track record of coaching and developing high-performing teams in a metrics-driven setting
• Analytical mindset with the ability to use data to guide decisions, drive performance, and improve customer experience
• Strong communication and interpersonal skills; comfortable collaborating with internal stakeholders across departments
• A passion for patient experience, service quality, and process improvement
• Experience implementing systems, tools, or technologies that optimize call center operations
• High level of initiative, adaptability, and ability to thrive in a fast-growing, entrepreneurial environment