Cadence Solutions is seeking a Director, Outbound Call Center Operations to join the Growth team. This individual will be responsible for overseeing the daily operations of our call center, managing a team of agents, and ensuring that our patients receive exceptional service. This role requires strong leadership skills, a deep understanding of call center metrics, and the ability to implement strategies that improve performance and efficiency. A key focus will be on enhancing team productivity, ensuring high-quality calls, and maximizing patient retention. If you are a results-driven leader with a passion for healthcare technology and a proven track record in call center management, we invite you to apply! Join us in our mission to revolutionize remote patient monitoring and make a positive impact on patient care.
Key Responsibilities:
- Lead, mentor, and manage a team of outbound agents and supervisors.
- Develop and implement call center strategies to improve conversion performance, efficiency, and patient engagement.
- Monitor call center metrics and KPIs, and provide regular reports to senior management.
- Implement training programs to enhance the skills and knowledge of call center staff.
- Collaborate with other departments, including sales, marketing, product, and care delivery, to ensure a cohesive approach to patient service.
- Manage the call center budget and ensure cost-effective operations.
- Stay updated on industry trends and best practices, and integrate them into call center operations.
- Foster a positive and productive work environment that encourages teamwork and high performance.
- Ensure the team is effectively engaging with warm, qualified leads to convert them into patients.
- Emphasize quality in all call interactions to enhance patient satisfaction and retention.
- Develop and execute strategies to maintain and improve patient retention rates.
Qualifications:
- Bachelor’s degree.
- 10+ years of experience in an outbound sales/call center environment, with at least 5 years in a leadership role.
- Proven ability to seamlessly blend strategic foresight with tactical execution, demonstrating resourcefulness in achieving targeted outcomes.
- Track record of scaling 100% increase in headcount while maintaining strong per agent results.
- Proven track record of hiring, managing and developing a successful outbound team and achieving performance targets with a team size greater than 20.
- Utilizes a data-driven approach to swiftly and decisively make informed decisions.
- Thrives in a fast-paced, dynamic startup environment and adapts to changing priorities.
- Proficiency in call center software and technology, we use Regal and Metabase.
- Experience in the healthcare or health tech industry, particularly in remote patient monitoring, is highly desirable.
- Commitment to delivering high-quality service and improving patient outcomes.
- Prior experience in the healthcare industry is preferred.
WHO WE ARE:
The work we do at Cadence each day changes lives and as such, the stakes and the pace are high. Our fully remote work environment values autonomy, curiosity, and experimentation. Our team is challenged with new opportunities daily. We are growing fast and want team members who are excited about tackling an endless list of big and complex problems. Cadence has rapidly grown into one of the largest remote patient monitoring platforms in the US, and we are just getting started.
We seek ambitious individuals who are passionate about lifelong learning and eager to be part of a winning team that's shaping the future of healthcare. In return, we provide competitive total compensation packages with meaningful equity in one of the fastest growing healthtech companies in the US. If you're ready to make a difference and drive positive change, we invite you to join us at Cadence.
WHAT YOU’LL GET:
Cadence recognizes the unique needs of its diverse and distributed workforce, and the team strives to provide an inclusive work environment for its world-class clinicians and technologists.
- Company culture all about impact, shared growth mindset, empowerment, and integrity
- An opportunity to help improve the quality of life of millions of Americans
- Medical, dental, and vision insurance
- Competitive salaries and stock options
- OneMedical (in-person primary care), TelaDoc (virtual primary care), and TalkSpace (online mental health services) memberships
- Discounted Peloton memberships
- 401k and 401k match
- Unlimited PTO and paid holidays
- Remote equipment setup and home office stipend
- Paid Parental Leave
- Charitable Donation Match program
- Expected compensation range: Up to $250,000 OTE plus stock options
- Location: Remote
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