• Lead, and manage a team of outreach specialists providing regular training, and coaching to achieve enrollment KPIs. • Facilitate onboarding and training of new specialists. • Analyze qualitative and quantitative outreach performance metrics to identify trends and opportunities to improve key KPIs including enrollments and CAC. • Monitor call quality and adherence to established protocols and standards by conducting regular audits of call recordings and specialist interactions. • Maintain accurate and up-to-date documentation of specialist interactions, outcomes, and follow-up actions, adhering to privacy and confidentiality regulations. • Identify opportunities and implement process improvements to enhance the efficiency and effectiveness of outbound and inbound calling. • Execute on regular performance evaluations of outreach specialist calls and documentation. • Create and maintain team schedules to ensure adequate coverage. • Ensure compliance with government regulations and guidelines in all outbound calling and outreach activities. • Foster a supportive and inclusive team environment, encouraging professional growth and development.