Outbound Team Lead

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Supervise a remote team of outreach representatives focused on a digital health rewards and mobile application adoption initiative.

• Oversee live call queues and evaluate agent performance metrics.

• Deliver real-time coaching and facilitate calibration sessions.

• Ensure compliance with structured phone scripts, identity verification processes, HIPAA privacy regulations, and app installation guidance.

• Assist with complex member inquiries, technical app troubleshooting, and sensitive patient escalations.

• Monitor and analyze daily team performance statistics, including dials, talk time, and conversion rates for demo tasks.

• Generate actionable performance reports for operations management.

• Guarantee that remote agents maintain technical uptime, stable home network connections, and efficient navigation of the CRM system.

⛳️ Requirements

• A minimum of 3+ years of experience in a call center environment.

• At least 1 year of leadership or supervisory experience in an outbound sales, telemarketing, or outreach setting.

• Previous experience in a HIPAA-regulated environment is strongly preferred.

• Must possess a high level of comfort when troubleshooting mobile applications (iOS/Android).

• Familiarity with healthcare CRM systems is essential.

• Demonstrated ability to motivate remote teams, manage performance metrics, and provide constructive feedback.

• Access to a private, quiet workspace.

• A highly stable internet connection is required.

• Reliable power supply is necessary.

• Availability to work any primary shift, including Saturdays, from 8:00 AM to 8:00 PM EST, six days a week.

🏝️ Benefits

• All necessary computer equipment will be provided.

• Medical coverage.

• Vision insurance.

• Dental insurance.

• Paid time off (PTO).