Call Centre / Remote Appointment Centre Manager

You can now search for people on SEEK. Make your profile public so you can be found by more employers. Update profile visibility

Skip to content

Call Centre / Remote Appointment Centre Manager

Location: South Perth, WA

Job Type: Full-time

Reports To: Director

About My Implant Dentist

My Implant Dentist is one of Australia’s fastest-growing dental groups, focused on delivering exceptional patient experiences through smart systems, strong teams, and performance-driven processes.

As part of our national growth strategy, we are building a high-performance Centre to support our clinics and maximise marketing investment. We are now seeking an experienced Call Centre / Remote Appointment Centre Manager to lead this function.

The Role

You will be responsible for the performance of our appointment centre, ensuring inbound and outbound patient enquiries convert into booked and attended consultations .

This is a hands‑on leadership role combining people management, performance optimisation, and cross‑functional collaboration.

Key Responsibilities

Leadership & Operations

• Lead, manage, and develop a appointment-setting / call centre team
• Establish clear standards for performance, culture, compliance, and professionalism
• Build scalable rostering, escalation, and quality assurance frameworks

Conversion & Performance

• Own key KPIs including call answer rate, contact rate, booking conversion, and show rates
• Analyse CRM and call data to identify trends, bottlenecks, and growth opportunities
• Implement call scripts, objection-handling frameworks, and structured follow-up cadences
• Run A/B testing across call flows, timing, and messaging

Coaching & Capability

• Deliver structured onboarding and ongoing training programs
• Conduct regular call audits and one‑on‑one performance coaching
• Identify and develop future leaders within the appointment centre
• Partner with Marketing to provide feedback on lead quality and campaign performance
• Collaborate with Practice Managers and Clinic Directors to align capacity and patient flow
• Ensure all messaging meets healthcare compliance and brand standards

About You

2+ years’ experience leading a call centre, inside sales, or appointment-setting team

Proven ability to improve conversion metrics and team performance

Strong experience with CRM systems and telephony platforms

Data‑driven mindset with experience building dashboards and reporting rhythms

Confident people leader with strong remote coaching and accountability skills

Highly Regarded

• Experience in healthcare, cosmetic services, or high-value consultative sales
• Experience scaling remote or hybrid teams
• Exposure to compliance-driven industries

What We Offer

• Competitive salary package + depending on experience
• Performance-based bonus linked to conversion and show‑rate improvements
• Career progression within a rapidly expanding healthcare group
• Supportive, high-performance, and growth-focused culture

  Ready to lead, coach, and elevate sales performance?

  Apply now and bring your leadership and coaching expertise to a role where you can truly make an impact.

  Your application will include the following questions:

  • Which of the following statements best describes your right to work in Australia?
  • Which of the following Customer Relationship Management (CRM) systems do you have experience using?
  • Do you have experience managing teams remotely?
  • How many years' experience do you have as an Outbound Representative?

  Featured jobs