Diamond Braces Orthodontist: Braces & Invisalign

Call Center Operations Manager – Sales, Training & Performance

Diamond Braces Orthodontist: Braces & Invisalign

contract

Posted on:

Location Type: Hybrid

Location: Englewood • New Jersey • United States

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About the role

  • Manage daily call center operations for inbound and outbound calls
  • Support and operate inside sales and appointment-setting workflows
  • Enforce agent schedules, workforce adherence, and availability standards
  • Monitor and improve key call center KPIs, including: Schedule adherence, Average speed of answer (ASA), Call abandonment rate, Appointments booked, Conversion rates, Agent productivity and utilization
  • Assign and reassign agents between sales and service roles based on performance
  • Support outbound calling and follow-up campaigns
  • Ensure agents are trained, certified, and production-ready before handling calls
  • Track onboarding, training readiness, and performance compliance
  • Produce daily and weekly call center performance reports
  • Identify underperformance, document issues, and escalate when required
  • Work with leadership to improve efficiency, consistency, and revenue outcomes

Requirements

  • Experience managing a call center, contact center, or inside sales operation
  • Experience overseeing sales teams or appointment-based call handling
  • Strong understanding of call center metrics and KPIs
  • Experience enforcing schedules, adherence, and performance standards
  • Experience using call center software or workforce management tools (NICE CXone or similar platforms preferred)
  • Strong analytical skills with the ability to interpret performance reports
  • Experience supporting training, onboarding, or certification programs
  • Excellent organizational and documentation skills
  • Clear written and verbal communication in English
  • Comfortable working in a remote or hybrid environment
Benefits
  • Paid trial period included
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center managementinside sales operationsperformance complianceKPI monitoringschedule adherenceanalytical skillstraining programsreport productionappointment-setting workflowsagent productivity
Soft Skills
organizational skillsdocumentation skillscommunication skillsleadershipproblem-solvingadaptabilityteam managementperformance evaluationtraining readinessefficiency improvement