About the RoleDental Media Corp. is looking for an experienced Call Center Manager to lead our remote appointment-setting team, converting warm, qualified dental leads into scheduled appointments across Canada.

This is a performance-focused leadership role. You’ll listen to calls, analyze performance data, identify patterns, and turn those insights into stronger coaching, scripts, QA standards, and measurable improvements in booking performance.

A major focus will be analyzing calls by duration — 0–1 minute, 1–3 minutes, and 3+ minutes — to understand where prospects disengage, why calls fail, and what separates top performers from the rest.

Your goal is simple: build and continuously improve a high-performing appointment-setting operation.

Key Responsibilities

- Review recorded and live calls across the team and coach setters using specific examples.
- Build and manage QA scorecards covering openings, qualification, objection handling, and closing.
- Track booking rate, contact rate, talk time, call duration, SLA performance, lead source, time of day, and individual setter performance.
- Use AI transcription, tagging, and QA tools to identify patterns across large volumes of calls.
- Determine whether performance issues come from setter execution, scripts, lead quality, campaign source, follow-up, or process gaps.
- Turn findings into stronger scripts, objection handling, coaching materials, and training.
- Build and improve call center reporting, dashboards, KPIs, and performance systems.
- Deliver weekly performance insights and actionable recommendations to leadership.
- Set team targets, hold setters accountable, and manage performance improvement.
- Optimize calling schedules around peak contact and conversion periods.




- Manage recruiting, onboarding, training, and ramp-up of new setters.
- Maintain strong CRM, disposition, follow-up, and reporting standards.

What We’re Looking For
- 3+ years managing a call center, appointment-setting, SDR, or high-volume outbound sales team.
- Proven experience improving booking or conversion rates with measurable results.
- Strong experience with call analytics, recordings, outbound dialers, CRM systems, and QA scorecards.
- Experience building or improving call center performance systems, reporting, dashboards, or QA processes.
- Comfortable reviewing large call volumes and identifying repeatable patterns.
- Experience using AI-assisted transcription, call analysis, tagging, or QA tools.
- Strong coaching, leadership, and accountability skills.
- Clear, professional spoken and written English.
- Previous dental industry experience is strongly preferred, but not required.
- Familiarity with applicable Canadian outbound calling and privacy requirements, including CRTC telemarketing rules, the National DNCL, CASL where applicable, PIPEDA, and applicable provincial privacy and health-information requirements, is strongly preferred.

Ideal CandidateYou’re analytical and naturally want to understand why performance changes instead of simply reporting the numbers. You can listen to calls, spot patterns, coach people directly,



and turn what you learn into better systems. You’re comfortable holding a team accountable and independently owning day-to-day call center performance.

Compensation & Growth

- Competitive base salary.
- Performance-based bonuses tied to team booking, conversion, and operational KPIs. with uncapped earning potential
- Opportunity to help build the systems and infrastructure behind a growing appointment-setting operation.
- Direct involvement with company leadership and performance strategy.
- Opportunity to grow into a senior leadership role as the department scales.

Equipment & WorkspaceYou’ll need a reliable computer, high-speed internet, professional headset or microphone, webcam, and a quiet, private workspace suitable for VOIP calls and handling patient information. About Dental Media Corp.Dental Media Corp. specializes in patient acquisition for dental practices across Canada. Our marketing generates genuine patient demand, and our appointment-setting team turns that demand into booked appointments for our clients.

Previous dental experience is strongly preferred, but not required. What matters most is robust call center leadership experience, analytical ability, and a proven track record of improving team performance. We can teach you the industry.

How to ApplySubmit your resume along with a 60–90 second Loom or voice recording answering:

Tell us about a time you used call data to improve a team’s performance. What did you identify, what did you change, and what measurable result followed?

We use the recording to understand both your experience and your ability to communicate clearly with a remote team.

📌 Call Center Manager, Dental Marketing (Appointment Setting Team) (Canada)
🏢 Dental Media
📍 Canada