Call Center Strategist

Company Overview

We are a performance-driven patient acquisition agency specializing in helping medical aesthetics clinics attract and convert prospective patients into booked appointments for high-value treatments. Our team combines paid advertising, funnel optimization, CRM systems, and appointment-setting operations to improve lead quality, conversion rates, and client outcomes.

Mission

To bridge the gap between appointment-setting performance and marketing by identifying why leads convert or drop off, coaching setters to maximize opportunities, and translating real customer conversations into actionable marketing improvements that increase bookings and deposits.

Position Description

We are seeking a strong mid-to-senior Call Center Strategist who combines appointment-setting leadership, sales coaching, conversion analysis, and marketing awareness.

This is a hands-on leadership and conversion-focused role, not a traditional call center management position centered only on schedules, call volume, or operational reporting. You will manage and coach appointment setters while personally investigating the complete lead journey, reviewing actual call recordings, identifying conversion bottlenecks, and working with the media buying and systems teams to improve results.

The ideal candidate is commercially minded, analytical, assertive, and action-oriented. You should be comfortable challenging assumptions, making independent decisions, communicating direct feedback, and driving improvements without constant supervision. We value practical problem-solving and measurable results over excessive structure or unnecessary reporting.

Responsibilities

1. Appointment-Setting Team Management

• Manage, monitor, motivate, and coach appointment setters to ensure consistent performance and adherence to treatment-specific scripts and follow-up processes.

• Ensure leads receive timely follow-up across calls, SMS, callbacks, booking links, and other established processes.

• Evaluate setter performance and coach on discovery, rapport-building, treatment knowledge, objection handling, buying signals, follow-up, appointment booking, and deposit collection.

• Identify missed opportunities, ineffective communication, performance gaps, and failures to follow established processes.

• Provide direct, constructive feedback, establish improvement actions, and monitor whether coaching improves results.

• Recognize strong performance, reinforce accountability, and maintain motivation in a demanding phone-based sales environment.

2. Lead Journey and Conversion Analysis

• Track the complete lead journey from lead generation engagement conversation booking deposit.

• Investigate CRM histories, lead quality reports, pipeline stages, calls, SMS, trigger links, callbacks, and booking activity to identify conversion drop-offs.

• Identify high-intent leads that failed to convert and investigate the reasons behind the lost opportunities.

• Distinguish between lead-quality issues, marketing and funnel problems, follow-up gaps, and appointment-setter performance issues.

• Identify recurring objections and concerns involving price, treatment suitability, trust, results, providers, treatment expectations, deposits, and competing options.

• Identify the primary conversion bottleneck for underperforming accounts and support the diagnosis with evidence from actual conversations, CRM activity, and available performance data.

• Deliver concise conversion assessments explaining what is happening, why it is happening, what evidence supports the diagnosis, and what action should be taken next.

3. Call Analysis and Sales Coaching

• Regularly listen to actual call recordings to assess lead intent, tonality, confidence, discovery, objection handling, buying signals, and missed conversion opportunities.

• Review call transcripts to identify recurring themes and important conversations requiring further investigation.

• Evaluate script adherence, lead qualification, treatment knowledge, trust-building, and the effectiveness of booking attempts.

• Identify where setters fail to recognize buying signals, address concerns, or communicate value effectively.

• Use AI tools and transcription technology to support analysis without replacing direct listening or independent judgment.

• Translate findings into specific coaching actions and monitor subsequent setter performance.

4. Marketing and Funnel Feedback

• Act as the link between appointment setters and the media buying, marketing, and systems teams.

• Identify mismatches between advertisements, landing pages, offers, treatment expectations, and what setters communicate to prospective patients.

• Translate customer objections, questions, and feedback into actionable recommendations for ad messaging, landing pages, calls to action, prequalification, and follow-up.

• Identify patterns indicating that campaigns are attracting poorly qualified prospects or creating inaccurate expectations.

• Provide the media buyer with specific examples and evidence rather than unsupported claims that leads are poor quality.

• Collaborate with the media buyer to review recommendations before campaign changes are implemented.

• Work with the systems manager when CRM tracking, pipeline stages, automation, or follow-up processes affect conversion or prevent accurate diagnosis.

• Escalate recurring campaign and conversion issues promptly.

5. Optimization and Follow-Through

• Establish a baseline before recommended changes are implemented.

• Analyze leads generated after campaign, funnel, messaging, or follow-up changes to assess whether the identified problem has improved.

• Monitor relevant indicators, including lead engagement, booking rates, deposit collection, and setter performance, where data is available.

• Reassess unsuccessful interventions and recommend practical next steps.

• Coordinate corrective actions, follow up with responsible team members, and ensure agreed improvements are implemented.

• Take ownership of conversion problems and drive solutions through to completion without requiring constant supervision.

6. Communication and Reporting

• Provide concise, evidence-based feedback to leadership, appointment setters, the media buyer, and the systems manager.

• Challenge unsupported assumptions confidently and constructively.

• Communicate findings, priorities, recommendations, and results clearly.

• Distinguish observed facts from assumptions and proposed solutions.

• Make timely decisions, take initiative, and keep relevant stakeholders informed of recurring issues and progress.

Requirements

Essential Requirements

• Proven experience in call center management, appointment-setting management, sales leadership, sales coaching, or a closely related lead-conversion role.

• Hands-on experience managing and coaching appointment setters or sales representatives.

• Strong knowledge of sales psychology, discovery, objection handling, buying signals, follow-up, appointment booking, and deposit collection.

• Experience analyzing sales conversations, lead behavior, CRM activity, and conversion performance.

• Ability to independently investigate conversion problems, identify root causes, and distinguish marketing issues from sales execution problems.

• Experience reviewing actual call recordings and providing actionable performance feedback.

• Strong analytical thinking, commercial judgment, and problem-solving skills.

• Understanding of how advertising, landing pages, offers, lead qualification, and follow-up influence conversion.

• Excellent spoken and written English, with awareness of US consumer expectations.

• Strong communication, assertiveness, accountability, initiative, and cross-functional collaboration skills.

• Ability to challenge assumptions, make independent decisions, and drive improvements without constant supervision.

• Comfortable working in a fast-moving environment where practical action is valued over excessive structure.

• Willingness to work the required full-time Eastern Time schedule.

Technical Requirements

• Experience using CRM systems to review lead histories, pipeline stages, communications, and conversion outcomes.

• GoHighLevel (GHL) experience is highly desirable.

• Ability to interpret lead-performance reports and conversion indicators, including lead-to-contact, contact-to-booking, and booking-to-deposit rates where data is available.

• Familiarity with call recording, transcription, SMS follow-up, and booking systems.

• Comfort using AI tools such as ChatGPT to support analysis without relying on AI instead of listening to actual calls.

• Familiarity with Hotjar or similar behavior-analysis tools is an advantage.

• Ability to collaborate effectively with technical and systems specialists without needing to be a highly technical implementation expert.

Preferred Experience

• Medical aesthetics, med spas, elective treatments, or other high-ticket, appointment-based businesses.

• US-facing consumer sales and lead-generation environments.

• Managing inbound appointment-setting teams and longer customer decision cycles.

• Marketing agencies or performance marketing businesses serving multiple clients.

• Experience translating sales conversations and customer feedback into actionable recommendations for media buyers or funnel teams.

Key Skills and Competencies

• Commercial mindset: Focuses on qualified bookings, deposits, and conversion outcomes rather than activity metrics alone.

• Analytical thinking: Investigates root causes rather than accepting surface-level explanations.

• Sales leadership: Coaches setters effectively and holds them accountable for performance.

• Assertiveness: Challenges assumptions, communicates difficult feedback, and stands behind evidence-based recommendations.

• Ownership and initiative: Takes responsibility, makes timely decisions, and drives solutions through to completion.

• Adaptability: Moves quickly, handles changing priorities, and works effectively without excessive structure.

• Cross-functional communication: Connects sales, marketing, and systems teams through clear, actionable feedback.

• AI-enabled productivity: Uses AI to support analysis and efficiency while maintaining independent judgment and direct engagement with customer conversations.

What Success Looks Like

The successful candidate can investigate an underperforming account and clearly determine:

• Where leads are dropping off in the journey from lead generation to deposit.

• What actual calls and CRM activity reveal about lead intent, objections, expectations, and missed opportunities.

• Whether the main problem is related to lead quality, marketing and funnel performance, follow-up, setter execution, or a combination of factors.

• What evidence supports the diagnosis.

• What specific action should be taken, who needs to take it, and how the results will be evaluated.

Success means improving setter performance, providing marketing with reliable insights from real customer conversations, resolving conversion bottlenecks, and determining whether implemented changes improve bookings and deposits.

Technical Requirements

• Own PC or laptop suitable for remote work.

• Reliable, high-speed internet connection; a wired connection is recommended.

• Noise-cancelling headset and a quiet, professional workspace.

• Ability to access and work within CRM, telephony, and call recording platforms, preferably GoHighLevel.

• Capacity to review actual call recordings and transcripts regularly and document actionable findings.

Position Description

• Employment Type: Full-time, 40 hours per week.

• Working Hours: 9:00 AM–5:00 PM Eastern Time, approximately 4:00 PM–12:00 AM Beirut time, subject to daylight saving changes.

• Working Days: 5 days per week.

• Days Off: Saturday and Sunday.

• Work Location: Fully remote; work from anywhere.

• PTO (Paid Time Off): Flexible time off with advance notice and appropriate coverage arrangements. The company generally follows US holidays and closes around Christmas and New Year's.

• Salary Range: Approximately 2,500–3,000 per month, depending on experience.

• Reports To: Co-founder responsible for team administration and performance.

• Additional Requirement: Candidates must be willing to review and sign a confidentiality agreement and a client-required non-compete agreement covering direct competitors in the clinic space. The exact scope and duration will be provided for review before signing.