Call Center Team Leader

About Skyleads

Skyleads is a growing Digital Growth Agency combining marketing, technology, CRM systems and lead management to help businesses turn enquiries into customers.

Our call center supports dental practices across the United States, specifically helping people interested in dental implants take the next step toward a consultation.

We are looking for an experienced Call Center Team Leader to lead our current team of six English-speaking agents, develop their skills and improve the department’s performance.

The Role

Your responsibility will be to help our agents perform consistently and make the department more effective.

You will coach the team, run script drills, review calls, analyse performance and improve how we manage leads throughout the appointment journey—from the first contact to confirmations, attendance, no-show recovery and post-consultation follow-up.

This is a dedicated leadership and coaching position. You will not be responsible for making patient calls or carrying a personal calling quota.

You will report directly to the founders and have the authority to improve scripts and workflows, manage team schedules and contribute to hiring and performance decisions.

What You Will Do

Coach and Develop the Team

• Run regular script drills and role-play sessions covering qualification, objections, booking and follow-up.
• Review call recordings and provide specific, actionable feedback.
• Identify each agent’s strengths and improvement areas.
• Create individual coaching plans and track progress.
• Help agents communicate naturally, confidently and empathetically in English.

Improve Performance

• Monitor call activity, pickup rates, booking rates, appointment attendance and follow-up completion.
• Analyse results by agent and dental practice to identify patterns and bottlenecks.
• Investigate low pickup rates and low attendance, working with the relevant teams to address the causes.
• Test improvements to scripts, calling schedules, follow-up sequences and appointment confirmations.
• Evaluate whether changes improve results and turn successful approaches into team standards.

Own Daily Operations

• Organise workloads, schedules and lead assignments.
• Ensure agents follow their daily priorities and complete scheduled follow-ups.
• Maintain accurate CRM records and consistent processes.
• Set clear daily, weekly and monthly expectations.
• Hold the team accountable while providing the support needed to improve.
• Contribute to recruiting, onboarding and evaluating agents.

Coordinate and Report

• Work with our internal team and dental practices to understand appointment quality and outcomes.
• Identify issues that require changes beyond the call center.
• Provide a concise weekly performance report covering results, challenges, actions and progress.
• Keep the founder informed and raise blockers early.

The Tools You Will Use

Our agents make calls and manage leads through GoHighLevel.

We also have a custom performance and workflow dashboard that provides visibility into calls, pickups, bookings and show-ups by agent and client.

What You Need

• Proven experience directly managing a call center, outbound sales or appointment-setting team.
• Practical experience coaching agents through call reviews, script drills and individual feedback.
• Examples of measurable improvements you have helped a team achieve.
• Excellent spoken and written English.
• Strong ability to interpret performance data and turn it into clear actions.
• Experience managing CRM workflows, follow-up processes and team targets.
• Strong organisation, communication and accountability.
• Availability to work 16:00–00:00 Athens time.

Strong Advantages

• Experience in dental appointment setting, particularly dental implants.
• Experience supporting US customers or patients.
• Familiarity with GoHighLevel.
• Experience managing leads generated through Meta or Google advertising.
• Experience improving appointment attendance and recovering no-shows.

What We Offer

• Fully remote, full-time work
• Working hours: 16:00–00:00 Athens time
• Compensation: €1,400-€1,800 /month depending on experience.
• An existing team of six agents.
• A custom dashboard with detailed performance data and agent workflows.
• Direct collaboration with the founders.
• Authority to improve processes and shape the department as it grows.

A performance-based bonus structure may also be discussed.

How to Apply

Answer a few short questions and upload your CV through the application form.

We look forward to hearing how you have helped a team improve its performance.