Call Center Manager - Outbound

What Reach Does and Why You’ll Love Working with Us:

Oral health has been linked to numerous health challenges and Reach, being a dental solutions company, understands we can get more out of life by strengthening the relationships between dentistry and patients. At Reach we strive to deliver our vision and our mission by following our values: Be Growth-Oriented - Go Above & Beyond - Culture Champion - Pay Fanatical Attention

The Role:

A successful Outbound Call Center Manager pays Fanatical Attention to the company vision and will Go Above and Beyond to support their team members so that they can successfully and efficiently Be Growth-Oriented. Culture Champions will lead, train, develop, and hold accountable their team members in order to accomplish team goals.

Responsibilities:

• Responsible for meeting Recare Services team goals
• Empowers, coaches, and holds the team members accountable for performance
• Provides constructive and timely performance feedback and evaluations
• Participates in interviews and onboarding of team members
• Handles discipline and termination of employees in accordance with company policy
• Participates in and conducts training
• Manages a schedule of shifts
• Identifies and recommends expansions to technology, equipment, and processes that will improve customer and employee experience and retention
• Acts as a liaison between the Recare Services department and other company departments
• Handles outbound Recare Service calls
• Communicates with patients with empathy and schedules appointments
• Overcomes objections to scheduling and offers the importance of attending their appointment
• Other responsibilities as assigned

Qualifications:

• Two to three years of experience managing a customer service or sales team in a call center environment required
• Prior dental experience is preferred
• Experience with contact center technologies and best practices for delivering world-class customer service
• Organizational skills with the ability to manage multiple priorities
• Ability to analyze problems and strategize for better solutions
• Energy and empathy
• Passion to support patients and practices to Get More Out of Life
• Ability to work well with others
• High level of integrity
• Excellent verbal and written communication skills
• Home office setup that is supported by high-speed internet, is free from distractions and interruptions, has stable power and internet access, and where confidential information can be secured

Shift and Compensation:

• Shift: Tues - Fri 11:00a-7:30p, and Sat 8:30a-5:00p (MST)
• Hourly Compensation: Confidential
• Team mamber growth plan
• Bonus opportunities based on performance

Reach has consistently been recognized as one of the fastest-growing startups, and we will continue to deliver the best service to our customers and their patients. Reach is 100% remote and provides a flexible work/life balance. Driven by Culture Champions and Growth Oriented Leadership - Reach goes Above and Beyond for their employees while Paying Fanatical Attention to detail for their customers and patients. If you are passionate about people, health, and love seeing others smile - we want you to come grow with us. 

Reach is an equal opportunity employer that prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any of the characteristics protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, terminations, layoff, recall, transfer, leave of absence, compensation, and training.