Outbound Team Lead – US

Compass Experience Labs LLC; United States; Remote; USD 2,066,000 - 2,893,000; Full time

Benefits offered by this job

All computer equipment provided

Medical benefits

Vision benefits

Dental benefits

PTO

Job summary

Compass Experience Labs LLC, based in the United States, is seeking a highly productive Outbound Call Center Team Lead for a fully remote onboarding role focused on digital health rewards and app adoption. You will supervise a remote outreach team, monitor queues, coach on scripts, and drive KPI performance while upholding HIPAA privacy rules.

The ideal candidate has 3+ years in call centers with leadership experience, strong data analysis skills, and comfort troubleshooting mobile apps.

Qualifications

• Minimum 3 years of call center experience including at least 1 year of leadership/supervisory experience in an outbound environment.
• Healthcare familiarity and HIPAA privacy awareness are preferred.
• Proven ability to coach agents and manage performance metrics.

Responsibilities

• Monitor agent call metrics, provide real-time coaching, and calibrate performance.
• Ensure agents follow the script and privacy disclosures during calls.
• Handle escalations and assist with complex member inquiries.
• Track daily team statistics and generate actionable performance reports.
• Maintain smooth CRM navigation and reliable home connectivity for remote agents.

Skills

Leadership

Call center

Performance coaching

HIPAA literacy

Remote work

Tools

CRM systems

Job description

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 scriptincluding 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 leadershipsupervisory 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 iOSAndroid 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 800 AM and 800 PM EST 6 Days a week Candidates must be flexible to work any of our primary shifts including Saturdays Early Shift 800 AM 430 PM EST Mid Shift 1000 AM 700 PM EST Late Shift 1100 AM 800 PM EST

Compensation & Benefits

Base Pay 1800 hour Perks All computer equipment provided medicalvisiondental benefits PTO