Team Lead – Healthcare Customer Experience

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee, guide, mentor, and inspire a team of customer experience representatives.

• Track daily team performance and ensure that productivity and quality standards are achieved.

• Offer coaching and constructive feedback to enhance both individual and team performance.

• Assist agents with customer escalations and difficult interactions.

• Foster a strong customer-centric culture within the team.

• Supervise attendance, adherence, performance metrics, and overall team engagement.

• Identify performance issues and collaborate with team members on improvement strategies.

• Clearly communicate operational updates, expectations, and feedback to the team.

• Work alongside trainers and other leadership personnel during training and the transition to production.

• Uphold professionalism, accountability, and effective communication in a fully remote setting.

• Quickly adapt to evolving processes, systems, and business needs.

• Support a customer experience program tailored for a US-based healthcare client.

⛳️ Requirements

• Prior experience as a Team Lead, Supervisor, or in a comparable leadership role within a BPO/contact center environment.

• Experience in a BPO setting is required.

• Essential experience in healthcare/medical customer service.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Must be fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

• Excellent communication, coaching, and problem-solving abilities.

• Tech-savvy and proficient in learning and utilizing various systems.

• Strong organizational abilities and attention to detail.

• A true team player attitude.

• Willingness to work during U.S. business hours.

• Must be available to start immediately.

• A dependable computer, internet connection, headset, and an appropriate remote workspace are required.

• Comfortable working as an Independent Contractor.

• Mexican national currently residing in Mexico.

• Windows 11 PC (Mac not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or better.

• Fiber internet with a wired Ethernet connection.

• Proficient in Microsoft Teams / Office 365.

• Submission of an English resume is required.

• Completion of all stages in the hiring process is necessary.

🏝️ Benefits

• Weekly pay in arrears.

• Paid training provided.

• Fully remote work arrangement.

• Requirement for a backup power solution for remote work.