Outreach Team Lead

• Lead a team of 15-25 entry-level, front-line outreach specialists responsible for outbound/inbound call handling
• Responsible for coaching and developing reports on processes and best practices
• Continue to maintain monthly personal performance metrics
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to representatives regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work procedures, preparing work schedules, and expediting workflow
• Manage remote employees as needed.
• Other duties and responsibilities as assigned

Requirements

• 1 + yrs. experience in a call center or outsourced call center agency environment with a thorough knowledge of call center sales
• Proficiency in both inbound and outbound telemarketing
• Proficiency in program set-up, management, and reporting
• Sales experience
• Remote leadership experience
• Excellent customer service
• Excellent verbal and written communication skills
• Proficiency with Excel and Google Sheets

Benefits

As a venture-backed company, Wider Circle offers competitive compensation including:

• $17.00per hour
• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Paid Time Off
• Employee Assistance Program
• Health Care FSA
• Dependent Care FSA
• Health Savings Account
• Voluntary Disability Benefits
• Basic Life and AD&D Insurance
• Adoption Assistance Program
• Training and Development

And most importantly, an opportunity to improve healthcare for Americans.

Originally posted on Himalayas