Outbound Director

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 Director 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.

The Role Responsibilities:

The Outbound Director is the lead for our Recall Department and is responsible for the team's training, development, and performance. At the end of the day, they are truly accountable for the department from top to bottom. 

• Responsible for meeting Recall’s goals and service commitments (appointments per hour, schedule adherence, quality)
• Directs daily workflow of the department
• Empowers, coaches, and holds the department Managers accountable
• Provides constructive and timely performance feedback and evaluations
• Interviews and hires department Managers as well as frontline Agents
• Handles discipline and termination of employees in accordance with company policy
• Innovates our Recall Service to more closely align with our vision and customers’ wants and needs
• Drafts, implements, and executes policies and procedures to facilitate a quality experience for our customers
• Identifies and recommends expansions to technology, equipment, and processes that will improve customer and employee experience and retention
• Acts as a liaison between the Recall department and other company departments

Qualifications:

• Three to five years of prior management experience in an outbound contact center environment
• Prior experience in the dental industry preferred
• Experience with contact center technologies, including auto-dialers and list management, as well as 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
• 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, and where confidential information can be secured

COMPENSATION:

• Salary Range: Confidential
• Full-Time Monday - Friday (will need to be flexible based on business needs)
• Bonus Potential

BENEFITS:

• Medical, Dental, and Vision
• PTO Plan

Reach has consistently been recognized as one of the fastest-growing startups where we will continue to deliver the best in service care 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 and 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 other characteristic 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.