Outbound Team Lead - US

Compass Experience Labs LLC; Kentucky; Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

All computer equipment provided

Medical/vision/dental benefits

PTO

Job summary

Compass Experience Labs LLC is seeking a high-performing Outbound Call Center Team Lead to oversee a remote team focused on a healthcare campaign around digital health rewards and mobile app adoption. You will monitor queues, coach agents on scripts, and ensure HIPAA privacy compliance.

You will analyze daily metrics, drive app registrations, and coach on performance while maintaining a private home office with a stable internet connection.

Qualifications

• 3+ years of call center experience with at least 1 year in a leadership role.
• Experience in outbound sales, telemarketing, or outreach environments.
• HIPAA-regulated environment experience and app troubleshooting ability.
• Strong remote team leadership and performance coaching skills.

Responsibilities

• Monitor agent call metrics and provide real-time coaching to maximize conversions.
• Ensure agents follow the phone script including identity verification and HIPAA disclosures.
• Assist agents with complex inquiries and technical app troubleshooting.
• Track daily team statistics and provide actionable performance reports.
• Maintain remote agents' uptime, stable home networks, and CRM navigation.

Skills

Leadership

Coaching

Performance metrics

Communication

Tools

Healthcare CRM systems

Job description

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

Outbound Call Center Team Lead - Digital Health Onboarding (Fully Remote)

Job Overview

We are seeking a high-performing, tech-savvy Outbound Call Center Team Lead to oversee a remote team of outreach agents. In this role, you will drive performance for a healthcare campaign focused on digital health rewards and mobile app adoption. You will monitor live queues, coach agents on script compliance, track campaign KPIs, and ensure strict adherence to healthcare privacy regulations.

Key Responsibilities

• Performance & Coaching: Monitor agent call metrics, provide real-time coaching, and run calibration sessions to maximize call volume and app registration conversion rates.
• Script & Process Compliance: Ensure agents precisely follow the structured phone script—including upfront identity verification, the HIPAA privacy disclaimer, and step-by-step app installation coaching.
• Escalation Support: Step in to assist agents with complex member inquiries, high-level technical app troubleshooting, or sensitive patient escalations.
• Data & Analytics: Track and analyze daily team statistics (dials, talk time, and demo task conversion rates) and provide actionable performance reports to operations management.
• Operational Readiness: Ensure remote agents maintain technical uptime, stable home network connections, and smooth CRM navigation across their daily shifts.

Requirements & Qualifications

• Experience: Minimum 3+ years of call center experience, including at least 1 year of leadership/supervisory experience in an outbound sales, telemarketing, or outreach environment.
• Healthcare & Tech Literacy: Prior experience working in a HIPAA-regulated environment is highly preferred. Must be deeply comfortable troubleshooting mobile apps (iOS/Android) and navigating healthcare CRM systems.
• Leadership Skills: Proven track record of motivating remote teams, managing performance metrics, and delivering constructive feedback.
• Home Office: Private, quiet workspace with a highly stable internet connection and reliable power supply.

Schedule & Shift Information

Our campaign operates between 8:00 AM and 8:00 PM EST, 6 Days a week. Candidates must be flexible to work any of our primary shifts, including Saturdays:

• Early Shift: 8:00 AM - 4:30 PM EST
• Mid Shift: 10:00 AM - 7:00 PM EST
• Late Shift: 11:00 AM - 8:00 PM EST

Base Pay: $18.00 / hour

Perks: All computer equipment provided, medical/vision/dental benefits, PTO