Appointment Setter Manager
Location: On Site - American Fork, UT
Reports to: Director of Operations
Department: Sales
Employment Type: Full-Time, Monday - Friday, 6:45 AM - 3:45 PM
Position Overview
DentalQore is a practice growth and technology company seeking a full-time and experienced, and driven Appointment Setter Manager to lead our high-performance Appointment Setting (Setters) team. This role is critical in ensuring the team hits daily, weekly, and monthly metrics, maintains high morale, and continuously sharpens their skills in sales conversations, objection handling, and appointment conversions.
The ideal candidate has a proven track record of managing outbound sales, SDR or appointment-setting teams and thrives in a fast-paced, metrics-driven environment. You’ll be responsible for live coaching, performance management, quality assurance, process optimization, and helping scale the team.
Responsibilities
1. Team Leadership & Performance Management
- Lead, coach, and motivate a team of appointment setters to exceed call and conversion goals.
- Conduct regular 1:1 check-ins, coaching sessions, weekly meetings, and team development and training activities.
- Monitor team KPIs, including dials, talk time, conversion rate, and show rate.
- Conduct regular coaching sessions to review individual performance, hold team members accountable to metrics, and implement corrective action plans or PIPs when necessary, including termination if expectations are not met.
- Take initiative to solve problems proactively, adapt to changing priorities, and pivot quickly when needed to support team goals and evolving business needs.
2. Coaching & Quality Assurance
- Provide real-time coaching on calls (side-by-sides, whisper coaching, call reviews).
- Ensure consistent use of scripts, objection handling frameworks, and CRM best practices.
- Audit call quality for compliance and effectiveness.
- Contribute to the development and refinement of call scripts, rebuttals, and objection-handling resources based on performance insights.
3. Operations & Reporting
- Track and report on team metrics using dashboards and performance tools.
- Utilize Trello to manage team workflows, track performance metrics, and coordinate follow-ups across multiple campaigns.
- Maintain organized records of team schedules, call outcomes, appointment logs, and pipeline stages.
- Identify trends and propose improvements to call strategy, scripts, or processes.
- Stay on top of deadlines, daily targets, and team task lists to ensure nothing falls through the cracks.
- Effectively prioritize and delegate tasks in a dynamic, fast-moving environment.
- Work closely with Sales leadership to align Setter goals with broader sales initiatives.
- Manage and calculate individual setter commission payouts based on team performance metrics and established compensation structures.
- Collaborate with other departments as needed to support smooth operations, alignment on goals, and cross-functional initiatives.
- Work closely with the Sales Manager on policies, procedures, flow, and overall success of the Sales Department.
- Create and manage spiff programs, including submitting for approval, tracking results, and ensuring timely payout and documentation.
- Willing to step in and support the sales team in the absence of the Sales Manager, serving as a point of contact for questions and guidance as needed.
4. Recruitment & Onboarding
- Assist in interviewing, hiring, onboarding and training new appointment setters.
- Own the first 30/60/90-day success path for new team members.
5. Culture & Engagement
- Foster a positive, high-energy call floor culture.
- Run weekly contests, incentives, and recognition programs.
- Champion engagement and retention on the team.
6. Attendance & Call-Out Management
- Track and manage team attendance, including sick days, personal leave, and unplanned call-outs.
- Approve or escalate time-off requests in line with company policy.
- Maintain accurate attendance records and report frequent call-outs to HR if needed.
Qualifications & Requirements
Required:
- 2+ years of experience managing a high-volume outbound sales or SDR/BDR/appointment setting team.
- Strong background in outbound calling, cold prospecting, or high-velocity lead follow-up.
- Track record of exceeding team goals and improving rep performance.
- Proficient in using CRM systems (e.g., HubSpot, Salesforce) and call tracking tools.
- Excellent coaching, leadership, and communication skills.
- Data-driven mindset with the ability to track and analyze performance metrics.
- Demonstrated ability to stay organized and manage multiple priorities and deadlines in a fast-paced environment.
Preferred:
- Experience in dental, medical, or service-based B2B sales.
- Familiarity with call scripting, roleplaying, and training frameworks.
- Experience working closely with Sales Closers or AEs.
- Background in building or scaling SDR/Setter teams.
- Familiarity with tools such as Trello, VanillaSoft (CRM), Google and Microsoft Workspaces.
Compensation & Benefits
- $65,000 - $80,000 DOE
- Exempt
- Salaried
- Medical, Dental, Vision
- 401K Match Program
- Generous PTO Plan
- Employee Assistance Program through Blomquist Hale
- 8 Paid Holidays
- Parental Leave
- Corporate Passes
- Regular company-paid lunches
- Soda, coffee, cereal, and snack bar
- On-site private gym for DentalQore team members and plus ones