Outbound Call Center Team Lead

About OrthoFi

OrthoFi is a Denver-based startup that is revolutionizing the orthodontic industry with software solutions that give doctors the capability to start more patients and to offload time consuming front-office processes. Our patent-pending solution puts patients in control of their payment plans and makes costly treatments affordable to almost everyone.  Founded by a dynamic combination of medical professionals, Wall Street veterans, and Fortune 500 executives, OrthoFi is revenue positive and poised to experience hyper-growth over the next five years. OrthoFi was recently named one of Denver’s fastest growing companies by the Denver Business Journal and ranked in Built in Colorado’s list of 2016 Top 100 Digital Companies in Colorado.

In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We’re looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. Our team enjoys the opportunity to impact people’s lives and help to create more smiles every day.

About the Role

The outbound call center team lead position is responsible to ensure our delinquency management protocol is producing results. This position manages a team of 4 - 5 and is responsible for the teams training and coaching, driving their success. The position also manages a number of administrative functions such as, but not limited to, scheduling, staffing alignment, collections strategies & dialer loading.

Responsibilities

Responsibilities include but are not limited to the following:

• Determines outbound call center operational strategies by conducting client needs assessments, reviewing performance results, capacity planning, and leveraging technologies to improve client delinquency rates while reducing/improving costs

• Provides feedback on delinquency protocols and makes necessary changes to improve performance.

• Creates and delivers outbound training to improve individual teammate performance and deliver a strong customer centric approach to collections

• Supports human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees

• Manages teammate scheduling activities; dialer loading, letter and email response performance, partnership with letter vendor, and ensures all communication with the financial responsible party is documented appropriately within the OrthoFi system

• Responsible for communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

• Conducts A/B testing and prepares the appropriate testing performance tracking

• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

• Maintains professional and technical knowledge by tracking emerging trends in call center operations; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

• Learn the inbound side of the contact center and provide backup support to the Inbound Team Lead as needed

Desired Skills and Experience

• Bachelor’s degree or equivalent work experience required

• Previous call center delinquency supervisory or management experience in an inbound, outbound & email support function preferred

• 1 to 3 years experience in customer service, collections, and/or technology support required

• Excellent email writing skills, specific to customer facing interactions

• Experience in coaching and training individuals or groups preferred

• Excellent written, verbal, analytical and communication skills

• Experience with Microsoft Office

• Demonstrated ability to conduct A/B testing -- driving innovation/developing creating solutions

• Experience managing mail merge processes for email and letters

Perks

• Nurturing and supportive culture

• Unlimited PTO

• On-site gym

• Company breakfast once a month

• Monthly team building activities

• Company and team outings

• Meditation sessions and wellness initiatives

• Peer-to-peer recognition program

• Casual dress atmosphere

• Unlimited snacks and coffee

This position will include a competitive salary and benefits, and may be eligible to earn stock options based on individual contribution and company performance. Compensation commensurate with experience.