Director, Outbound Sales - Cadence Solutions

Cadence Solutions is seeking a Director, Outbound 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.