Team Lead – Healthcare Customer Experience

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

📋 Description

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

• Oversee 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 complex interactions.

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

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

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

• Relay operational updates, expectations, and feedback to the team.

• Collaborate closely with trainers and other leaders during the training phase and transition into production.

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

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

• Support a customer experience program within the U.S. healthcare sector.

⛳️ Requirements

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

• Essential experience in a BPO environment.

• Crucial background in healthcare/medical customer experience.

• Strong foundation in customer experience.

• Minimum of 1 year of previous remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written communication skills in English.

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

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

• Exceptional organizational skills and attention to detail.

• A true team player mentality.

• Comfortable working U.S. business hours.

• Available 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 requirement.

• Dual monitor setup required.

• Webcam and wired USB headset necessary.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection required.

• Backup power solution is essential.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• English resume is mandatory.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Weekly payments in arrears.

• Compensated training sessions.