Call Center Team Lead

CVR:
Where Purpose Meets Work-Life Balance
We believe that when people feel supported, they thrive. That's why Center for Vein Restoration (CVR) has created a healthcare workplace rooted in purpose, belonging, and trust, where every team member is empowered to grow, contribute, and make a positive impact.

With a 98% patient satisfaction rating, our success is driven by the people who show up every day with talent, passion, and heart. We support work-life balance through consistent weekday-only schedules with no nights, weekends, or on-call shifts. If you're looking for a place where your work truly matters, where you'll be encouraged, respected, compensated, and celebrated, we'd love to meet you!

The Outbound Team Lead will serve as a key support partner to the Outbound Manager, helping drive daily execution, performance consistency, and team development within the outbound function. This position is a working leadership role. In addition to providing coaching and operational support, the Team Lead actively participates in outbound calling efforts as needed to maintain momentum, support coverage gaps, and model best practices.

The ideal candidate leads by example, maintains high standards for execution, and understands how to balance accountability with support.

Why work with CVR:

• Fast paced, learning work environment
• No weekends/no nights
• Bonus eligibility
• Medical, Dental & Vision insurance
• 401k Program
• Tuition reimbursement
• PTO + 8 paid holidays
• Centers closed for holidays
• Opportunity for continued growth & development

Core Responsibilities:

Support to Outbound Manager

• Partner with the Outbound Manager to execute team strategy and daily priorities
• Assist with monitoring performance metrics and identifying trends or gaps
• Support implementation of process improvements, campaign launches, and workflow updates
• Assist with daily auditing and other tasks as requested

Team Coaching & Daily Oversight

• Serve as a point of contact for representatives during shifts
• Provide real-time coaching on call quality, messaging, and objection handling
• Assist with onboarding and training of new team members
• Reinforce productivity standards, documentation expectations, and compliance guidelines
• Help maintain morale and foster a culture of accountability and collaboration

Performance & Execution

• Monitor outbound activity levels, conversion metrics, and performance to goal
• Support daily call plan routing and workload distribution
• Identify opportunities to improve outreach effectiveness
• Assist in preparing reporting summaries as requested by leadership

Active Outbound Participation

• Conduct outbound calls as needed to support volume goals and staffing needs
• Model strong consultative outreach techniques
• Support high-priority campaigns or company needs during peak periods
• Maintain individual productivity expectations when assigned to calling blocks

Qualifications:

• 2+ years of outbound sales, business development, or call center experience or 4+ years of call center experience working in a medical/clinical environment
• Demonstrated ability to meet or exceed performance targets
• Experience coaching peers or serving as an informal team resource preferred
• Strong communication and problem-solving skills
• Comfortable working in a metric-driven environment
• Proficiency with CRM systems and reporting tools
• Bilingual preferred