Enrollment Team Lead

Twin Health

10h • $80,000 - $90,000 • Remote

About The Position

The Enrollment Team Lead is responsible for guiding and supporting a team of enrollment specialists to achieve individual and team goals for enrollment and program conversion. This role focuses on monitoring performance metrics, ensuring high-quality calls, managing team KPIs, and executing the enrollment process effectively to drive growth. As a team lead, you will conduct regular one-on-one meetings, quality assurance, call center queue monitoring, and coach team members to meet and exceed business objectives.

Requirements

• Team management experience to include coaching and communication skills
• Minimum of 2 years’ experience within a contact/ call center environment as a Team Lead
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Salesforce or similar CRM platforms
• Telephony platform (Amazon Connect, Cisco, Twilio, Talkdesk)
• Scheduling platforms (Acuity)
• EMRs

Responsibilities

• Team Performance Management: Monitor team and individual KPIs related to call quality, enrollment targets, and conversion rates. Identify opportunities for improvement and provide targeted coaching.
• Call Quality Assurance: Conduct regular call monitoring to ensure compliance with company protocols and deliver constructive feedback to maintain high-quality interactions.
• One-on-One Meetings: Conduct bi-weekly one-on-one check-ins with team members to review performance, provide guidance, and discuss development opportunities. Document any performance issues and escalate to Manager.
• Work closely with the team, motivating and coaching them
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Manage day-to-day call center activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Support the Manager to highlight operational risks and areas for improvement .Escalate any appropriate problems to senior management
• Workqueue & Queue Management: Actively monitor call/ticket channels, prioritize and distribute workload, and ensure timely handling of incoming/outgoing customer interactions.
• Other duties as assigned

Benefits

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees