Team Lead – Healthcare Customer Experience

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

📋 Description

• Lead, support, mentor, and inspire a team of customer experience representatives.

• Oversee daily team performance to ensure productivity and quality standards are achieved.

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

• Assist agents with customer escalations and challenging interactions.

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

• Monitor attendance, adherence, performance, and overall engagement of the team.

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

• Communicate operational updates, expectations, and feedback to the team effectively.

• Work in partnership with trainers and leadership during training and transition phases.

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

• Adapt to evolving processes, systems, and business needs.

• Support a customer experience program for a U.S.-based healthcare client.

⛳️ Requirements

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

• Essential experience in BPO settings.

• Experience in healthcare/medical customer service is a must.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent spoken and written English skills.

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

• Technologically adept and comfortable learning and navigating various systems.

• Exceptional organizational skills and attention to detail.

• A true team player mentality.

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

• Availability to start immediately.

• Must have a reliable computer, internet connection, headset, and appropriate remote workspace.

• Comfortable working as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

• Windows 11 PC required; Mac systems are not supported.

• Minimum of 16 GB RAM.

• Dual monitors are required.

• Webcam and wired USB headset are necessary.

• i5 processor or higher is mandatory.

• Must have fibre internet with a wired Ethernet connection.

• Proficiency in Microsoft Teams and Office 365.

• Must complete all stages of the hiring process.

• An English resume is required.

🏝️ Benefits

• Weekly pay in arrears.

• Paid training provided.

• Fully remote work environment.

• Requirement for backup power solutions for remote setups.