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Founded in 1991, The SCOOTER Store is headquartered in New Braunfels, Texas and has locations and a network of service specialists across America. The SCOOTER Store has grown from a vision into a highly successful national enterprise with over 2,200 employee-owners.
The SCOOTER Store maintains strict compliance with Medicare regulations and works through the Power Mobility Coalition to ensure the availability of additional consumer safeguards and industry standards such as ongoing customer service and product maintenance. The SCOOTER Store is accredited by the Accreditation Commission for Health Care, Inc. (ACHC).
Summary:
The Director of Outbound Dialing Operations will manage a team of blended (inbound/outbound) representatives and team Managers in a contact center environment. This position will be responsible for recommending, developing and implementing operational plans and policies to ensure attainment of near term performance targets as well as long-term strategic business objectives. The Director is responsible for the proactive outbound calling of leads in the sales pipeline for reactivation as well as the optimization of new lead sales conversions. The Director will oversee the generation of comprehensive reporting and analysis tools including performance metrics and productivity reports with long term trending models to support business decisions and strategic direction.
Essential Duties and Responsibilities:
• Partners with the Marketing and Sales departments to ensure a thorough understanding of the lead generation and selling campaigns in order to design and implement reactivation and new lead conversion calling strategies.
• Responsible for creating and prioritizing outbound dialer campaigns, and for structuring efficient work and information flow throughout the organization.
• Partners with Information Technology to identify, design and deploy top flight technology for improved lead optimization, reporting and representative efficiency.
● Coaches team members by using call quality and system tools to increase individual productivity and team performance to the highest levels.
● Provide direction to the outbound representatives on screening requirements, insurance validation, and proper call routing.
● Constant training and education of the team regarding new guidelines and processes for compliance and calling opportunities
• Establish and manage training process to support people development in line with business needs and goals.
● Support quality assurance projects or initiatives as necessary.
● Create reporting tools that show key performance metrics and productivity with trending to support business decisions and direction.
● Reviews performance data and measures productivity and goal achievement, and determines areas that need improvement to ensure attainment of revenue and profitability targets.
• Must conduct all duties and responsibilities in full compliance with Medicare, Government, Insurance, and The Scooter Store policies, laws and regulations.
Supervisory Responsibilities:
Supervises direct reports. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include hiring, promotion, termination, scheduling and assigning work, measuring performance and pay determination.
Education and/or Experience:
Bachelor's degree or equivalent; and three to five years job-related experience and/or training; or equivalent combination of education and experience.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Effectively follow-up on tasks/projects assigned
• Manage outbound/inbound call volumes while adjusting staff and dialer campaigns as necessary
• Read, analyze, and interpret the most complex documents
• Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Write reports, business correspondence and procedure manuals
• Effectively present information and respond to questions from upper management, supervisors, customers and the general public
• Communicate technical concepts and thoughts to management
• Apply moderately complex mathematical equations as applicable. (For example: calculating discounts, interest, commissions, proportions, percentages, and volume, and applying concepts of algebra )
• Define problems, collect data, establish facts, and draw valid conclusions
• Interpret an extensive variety of technical instructions and deal with several abstract and concrete variables
Other Knowledge, Skills and Abilities:
• Maintain high levels of confidential information
• Excellent communication and interpersonal skills
• Strong writing and organizational skills
• Proficient in Microsoft Office applications
• Knowledge of call center reporting systems
• Strong management skills
• Keen attention to detail
• Knowledge of the medical insurance industry, including Medicare, Medicaid (preferred, not required)
In return for your experience, The SCOOTER Store offers a competitive salary and a generous benefits package.
The SCOOTER Store World Headquarters, Distribution Centers, and Stores are tobacco-free facilities.
The SCOOTER Store is an Equal Opportunity Employer.
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