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 to 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, and overall team engagement.

• Identify performance deficiencies and collaborate with team members to create improvement plans.

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

• Collaborate closely with trainers and other leaders 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.

• Complete all phases of the hiring process, including English resume evaluation, pre-screen questionnaire, one-way video interview, live interview, and background check.

⛳️ Requirements

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

• BPO experience is required.

• Experience in healthcare or medical customer service is essential.

• A robust background in customer experience.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written English skills.

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

• Tech-savvy with the ability to learn and navigate multiple systems.

• Exceptional organizational skills and attention to detail.

• A true team-player attitude.

• Willingness to work U.S. business hours.

• Availability to start immediately.

• Dependable computer, internet connection, headset, and appropriate remote workspace.

• Comfortable working as an Independent Contractor.

• Windows 11 PC; Mac is not supported.

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or better.

• Fiber internet with a wired Ethernet connection.

• Backup power solution.

• Proficient in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is mandatory.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training sessions.

• Fully remote work opportunity.

• Independent Contractor arrangement.