CALL CENTER MANAGER / DIALING TEAM LEAD

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: TYPE OF WORK

Full Time

: SALARY

4-6

: HOURS PER WEEK

40

: DATE UPDATED

Mar 30, 2026

JOB OVERVIEW

IF YOU DO NOT FOLLOW DIRECTIONS YOUR APPLICATION WILL BE IMMEDIATELY DISQUALIFIED!!!

ABOUT OHC PHARMACY
Optimistic Healthcare Solutions (OHC Pharmacy) is a licensed pharmacy and DME (Durable Medical Equipment) provider based in Houston, TX. We serve Medicare and Medicaid patients, helping them access equipment they need — knee and back braces, CGMs, nebulizers, TENS units, lymphedema equipment, and more.
Our call center is the engine of our operation. Dialing agents qualify inbound leads, collect insurance information, and move patients through our GoHighLevel pipeline every day. We are fast-paced, systems-driven, and growing.

THE ROLE
We are hiring a Call Center Manager to own the performance of our dialing agent team. This is not a basic VA role. You are the quality controller, coach, trainer, and hiring manager rolled into one. You report directly to the owner and you are the first person held accountable for team results.
If you have never listened to recorded calls and scored agents, trained someone from zero, or managed a team's daily KPIs — this role is not for you. If you have done all of those things and want real ownership over a growing healthcare call center, keep reading.

OUR FOUR CORE RESPONSIBILITIES
1. Call Quality Assurance (QA)

Listen to recorded calls in GoHighLevel regularly — daily or weekly depending on agent tenure
Score each call: greeting, script adherence, qualification accuracy, note-taking, stage movement, professionalism
Flag calls with compliance issues, wrong information given, or missed qualification steps
Deliver written feedback to each agent after every QA review
Report QA scores to the owner weekly

2. Agent Training and Coaching

Onboard new agents using our existing SOPs, scripts, and GoHighLevel training materials
Run role-play sessions before agents go live
Coach agents on tone, script delivery, objection handling, and note-taking standards
Identify skill gaps from QA reviews and address them with targeted coaching
Update training materials when scripts or processes change

3. Hiring and Performance Management

Post job listings on OnlineJobs.ph when new agents are needed
Screen applicants, conduct interviews, and make hiring recommendations to the owner
Run paid trial shifts to evaluate candidates before offering a position
Document performance issues clearly and follow a warning process before termination
Make recommendations on who to keep, who to coach up, and who to let go

4. Daily Metrics and Reporting

Track daily KPIs for each agent: calls made, contacts, qualifications, pipeline stages moved, notes logged
Review ---------- boards each morning to verify all agents logged their activity
Verify GoHighLevel pipeline stages are accurate and catch anything sitting in the wrong stage
Send a brief daily summary to the owner covering who is performing, who is not, and any issues
Flag unusual lead flow, system problems, or agent absences immediately

TOOLS YOU WILL USE

GoHighLevel (GHL) — Primary CRM and dialer. Agents call from here. You review call recordings, audit pipeline stages, and monitor lead flow.
---------- — Agent KPI tracking and daily activity logs. You review boards and hold agents accountable.
Slack / WhatsApp — Team communication. Daily check-ins and issue escalations.
Hubstaff — Time tracking. You review clock-in and productivity data.
Google Sheets — Scorecards, reporting, and agent performance tracking.

WHAT YOUR AGENTS DO
You need to understand the agent workflow cold so you can catch when something is wrong.

Log into GoHighLevel. Review the Opportunity Board. Check new lead count for the day.
Open the GoHighLevel Dialer. Press Start. Work assigned leads.
Follow the 3-day / 7-touch cadence: Day 1 — 3 calls + 2 texts. Day 2 — 2 calls + 1 text. Day 3 — 2 calls + 1 text.
Primary goal on first contact: qualify the patient and collect insurance information for an eligibility check.
Log notes in GoHighLevel after EVERY interaction without exception.
Move each lead to the correct pipeline stage immediately after every call or text.
Report daily KPIs in ---------- before end of shift.

Products agents qualify patients for: back braces, knee braces, shoulder braces, wrist braces, CGMs, nebulizers, TENS units, lymphedema equipment, lift chairs.

REQUIREMENTS

Minimum 2 years managing an outbound call center, sales floor, or dialing team as a supervisor or team lead
You have personally listened to recorded calls, scored agents, and delivered written feedback — this is non-negotiable
You have trained agents on scripts, tone, and compliance from day one and have an onboarding process
You have interviewed, hired, and terminated employees and know how to document performance issues
You have tracked daily call metrics and reported performance to leadership regularly
Strong written and spoken English — you communicate with agents and the owner in English daily
Monday through Friday availability with overlap during US Central Time business hours

NICE TO HAVE

Experience in healthcare, DME, pharmacy, or insurance-related call centers
Prior use of GoHighLevel, ---------- , or similar CRM and dialer platforms
Experience managing VA teams on OnlineJobs.ph
Familiarity with HIPAA call center compliance basics

HOW TO APPLY
Send the following when you apply:

Your resume or OnlineJobs.ph profile link
A 2 to 3 minute voice recording answering this question: Describe how you have managed a dialing team and what your QA process looked like
The names of any CRM or dialer platforms you have used
Your available hours and time zone

Applications without a voice recording will not be considered.

SKILL REQUIREMENT

Bpo Operations Management Healthcare HIPAA Compliance

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CALL CENTER MANAGER / DIALING TEAM LEAD

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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