Outbound Team Lead - US

Compass Experience Labs•Columbus, OH

5d•Remote

About The Position

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.

Requirements

Minimum 3+ years of call center experience, including at least 1 year of leadership/supervisory experience in an outbound sales, telemarketing, or outreach environment.
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.
Proven track record of motivating remote teams, managing performance metrics, and delivering constructive feedback.
Private, quiet workspace with a highly stable internet connection and reliable power supply.

Nice To Haves

Prior experience working in a HIPAA-regulated environment is highly preferred.

Responsibilities

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