Outbound Call Center Team Lead – Digital Health Onboarding

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 9:00 PM EST, 7 Days a week. Candidates must be flexible to work any of our primary shifts, including Saturdays:

Early Shift: 8:00 AM – 5:00 PM EST

Mid Shift: 10:00 AM - 7:00 PM EST

Late Shift: 12:00 PM – 9:00 PM EST

Compensation & Benefits

Base Pay: $18.00 / hour

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

Location: Remote - USA

Skills required for this job:

• CRM
• Call center operations
• Health Insurance Portability and Accountability Act (HIPAA)
• Healthcare
• Outbound sales
• Performance management
• Software troubleshooting
• Team leadership