Careers at ClearChoice

Join the ClearChoice Greenwood Village Team

Outbound Call Center Representative Team Leader

Location

Greenwood Village, CO

Type

Full Time

Department

Sales

Experience

Experienced

Outbound Team Leader

Scope and Responsibilities:

The Outbound Team Leader will manage and coach a team of ClearChoice outbound agents and own their team’s success. The ideal candidate will have several years’ experience managing salespeople and/or agents in a call center. Additionally, he/she should be capable of performing all the duties of their agents, including making outbound calls, scheduling consultations, and managing escalations from frustrated or confused prospective patients.

The team leader must also be comfortable providing both real time and structured feedback to the agents based on key KPIs. It is critical that the team leader inspires and coaches his/her team in order to improve performance. Finally, the ideal candidate will be an active participant in our “test-and-learn” process, proactively noticing opportunities for improvement and making suggestions on how we can improve patient experience and customer service.

Duties and Responsibilities:

  • Manage team of 6-12 outbound sales agents as they contact ClearChoice leads
  • Responsible for driving improvement in appointment schedule and complete rates among undecided leads while maintaining lead start rate
  • Motivate, develop, and mentor all levels of agents and be a visible presence in the call center
  • Understand, monitor, and explain key performance metrics to both agents and supervisor
  • Track individual agent performance, coach underperforming agents, and document best practices from top tier agents
  • Monitor and document adherence to Call Center policies and procedures
  • Educate outbound agents on general information about dental implants and
  • ClearChoice services
  • Trouble-shoot technology issues, manage escalated calls, and solve problems as they arise 
  • Develop and recommend initiatives to improve the agents’ performance
  • Assist in developing and updating agent training material
  • Perform special projects and other duties as assigned
  • Conduct all of the above in a fashion that is consistent with the Core Values of ClearChoice

Experience Required:

  • 5-7 years of management experience in a successful inbound or outbound sales environment, including YoY improvement across key metrics
  • 1-3 years of  experience as a high performing sales person, with a demonstrated record of success (e.g., top quartile of team / program)
  • Experience in consumer facing medical and/or dental sales strongly preferred
  • Ability to identify and communicate insights and action items stemming from sales KPI’s
  • Ability to work in a stressful environment and maintain a pleasant demeanor
  • Commitment to providing excellent customer service
  • Willingness (and ability) to stand in for agents when required
  • Schedule flexibility and availability to work some nights, weekends and holidays
  • Strong verbal & written communication skills (including communicating metrics, insights and statistics to both agents and supervisors)
  • Intermediate computer skills and knowledge of software including Microsoft Office; experience with SalesForce / other CRM software or NiCe In-Contact preferred
  • BS/BA preferred; will consider an associate’s degree with compelling experience

Physical Demands:

The work environment is representative of a call center or office environment. The position requires prolonged sitting, and using the telephone and the computer for extended periods of time. The position requires the ability to see, hear and speak clearly 

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