About the role
# Remote Enrollment Team Lead
Company: All Birth Care
Location: Remote — Philippines
Employment Type: Full-Time
Compensation: $450–$600 USD per month, depending on experience and qualifications
## About All Birth Care
All Birth Care is a growing U.S.-based maternal and family support organization that connects families with essential resources, baby supplies, nutrition support, and care coordination services. We are expanding our remote team in the Philippines and seeking a motivated, organized, and dependable Team Lead to help oversee our Enrollment Specialists and support daily operations.
## Position Overview
The Enrollment Team Lead will support the daily activities of our remote Enrollment Specialists, helping ensure calls are handled professionally, enrollment information is documented accurately, and team productivity goals are met.
This person will serve as a primary point of contact for team questions, assist with training and onboarding, monitor performance, and help resolve escalated caller concerns.
The ideal candidate has strong English communication skills, previous call center experience, leadership potential, and the ability to stay organized in a fast-paced environment.
## Key Responsibilities
### Team Leadership and Support
- Provide daily guidance and support to Enrollment Specialists.
- Help onboard and train new team members.
- Answer team questions about enrollment procedures, scripts, and workflows.
- Monitor attendance, punctuality, productivity, and adherence to assigned schedules.
- Encourage accountability, teamwork, and professional communication.
- Escalate staffing or performance concerns to management.
### Call Quality and Performance
- Monitor calls and review documentation for accuracy and professionalism.
- Provide constructive feedback and coaching to team members.
- Help ensure calls are handled consistently according to approved scripts and procedures.
- Track key performance indicators, including call volume, enrollment completion, documentation accuracy, and quality.
- Identify recurring problems and recommend improvements.
- Help manage escalated calls when additional assistance is needed.
### Enrollment Operations
- Assist with enrollment processing when call volume is high.
- Ensure client information is entered accurately and handled confidentially.
- Help organize workflows and prioritize incoming enrollment requests.
- Maintain daily productivity reports and provide updates to management.
- Identify opportunities to improve response times and operational efficiency.
- Follow company policies for protecting confidential client information.
### Communication and Reporting
- Communicate daily priorities, updates, and process changes to the team.
- Prepare regular performance summaries for management.
- Participate in team meetings and training sessions.
- Report operational challenges and recommend practical solutions.
## Qualifications
- Previous call center or customer service experience is required.
- Previous team lead, supervisor, or senior customer service experience is strongly preferred.
- Excellent spoken and written English communication skills.
- Clear pronunciation and confidence communicating with callers in the United States.
- Strong organizational, problem-solving, and interpersonal skills.
- Ability to coach employees and provide constructive feedback.
- Comfortable using computers, online applications, spreadsheets, and customer management systems.
- Strong attention to detail and commitment to accurate documentation.
- Ability to manage competing priorities in a fast-paced environment.
- Professional judgment and a strong commitment to confidentiality.
- Reliable attendance and the ability to work independently.
## Required Equipment and Work Environment
Applicants must have:
- A personal laptop or desktop computer suitable for full-time work.
- A reliable, high-speed internet connection.
- A working headset with a microphone.
- A quiet, private workspace.
- The ability to participate in video meetings and use online work applications.
- A backup plan for internet or power interruptions whenever possible.
## Work Schedule
- Full-time position, approximately 40 hours per week.
- Must be available during designated U.S. Eastern Time business hours.
- The assigned schedule may require overnight work in the Philippines.
- Must be dependable and available for team meetings, coaching sessions, and operational updates.
## Compensation
The proposed monthly salary range is $450–$600 USD, depending on relevant experience, leadership skills, and qualifications.
The successful candidate will have the opportunity to grow with All Birth Care as our enrollment operations and remote team expand.
## Ideal Candidate
We are looking for someone who is proactive, dependable, professional, and comfortable taking responsibility for team performance. The ideal candidate can lead by example, communicate clearly, solve problems independently, and help a growing team maintain high standards of service.
## How to Apply
Submit your application and answer all required screening questions. Qualified applicants may be asked to complete a voice-recording assessment and participate in an interview to evaluate communication skills, leadership ability, and experience handling customer service operations.
Please be prepared to confirm your equipment, internet reliability, workspace, and availability for the required schedule.
Join All Birth Care and help our team connect families with the resources and support they need.