Outbound Team Lead
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Job Description
Outbound Call Center Team Lead overseeing remote outreach agents for Compass Experience Labs’ digital health rewards campaign. Coaching performance, ensuring HIPAA compliance, and driving mobile app registrations.
Responsibilities:
- Oversee a remote team of outreach agents for a digital health rewards and mobile app adoption campaign
- Monitor live queues and agent call metrics
- Provide real-time coaching and run calibration sessions
- Ensure adherence to structured phone scripts, identity verification, HIPAA privacy disclaimers, and app installation coaching
- Assist with complex member inquiries, technical app troubleshooting, and sensitive patient escalations
- Track and analyze daily team statistics, including dials, talk time, and demo task conversion rates
- Provide actionable performance reports to operations management
- Ensure remote agents maintain technical uptime, stable home network connections, and smooth CRM navigation
Requirements:
- Minimum 3+ years of call center experience
- At least 1 year of leadership/supervisory experience in an outbound sales, telemarketing, or outreach environment
- Prior experience working in a HIPAA-regulated environment is highly preferred
- Must be deeply comfortable troubleshooting mobile apps (iOS/Android)
- Experience navigating healthcare CRM systems
- Proven track record of motivating remote teams, managing performance metrics, and delivering constructive feedback
- Private, quiet workspace
- Highly stable internet connection
- Reliable power supply
- Flexibility to work any primary shift, including Saturdays, between 8:00 AM and 8:00 PM EST, 6 days a week
Benefits:
- All computer equipment provided
- Medical benefits
- Vision benefits
- Dental benefits
- PTO
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