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Twin Health · 1 day ago

Enrollment Team Lead

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $90K/yr

2+ years exp

Twin Health is a company focused on improving and preventing chronic metabolic diseases through AI Digital Twin technology. The Enrollment Team Lead is responsible for guiding a team of enrollment specialists to achieve enrollment and program conversion goals, while monitoring performance metrics and ensuring high-quality interactions.

Artificial Intelligence (AI)Health CareInternet of ThingsMachine LearningNutritionSoftware

No H1B

Responsibilities

Monitor team and individual KPIs related to call quality, enrollment targets, and conversion rates. Identify opportunities for improvement and provide targeted coaching

Conduct regular call monitoring to ensure compliance with company protocols and deliver constructive feedback to maintain high-quality interactions

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

Actively monitor call/ticket channels, prioritize and distribute workload, and ensure timely handling of incoming/outgoing customer interactions

Other duties as assigned

Qualification

Call center experienceSalesforceSimilar CRMTeam management experienceTelephony platform experienceScheduling platforms experienceCoaching skillsCommunication skillsLeadership skillsCreative thinking

Required

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

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