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, ensuring 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 robust customer-centric culture within the team.

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

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

• Relay 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.

• Adjust 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 comparable leadership role within a BPO/contact center environment.

• BPO experience is a must.

• Experience in healthcare/medical customer service is required.

• A 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.

• Tech-savvy with comfort in learning and navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• Must be comfortable working during U.S. business hours.

• Availability to start immediately.

• Must possess a reliable computer, internet connection, headset, and a suitable remote workspace.

• Comfortable working as an Independent Contractor.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• i5 processor or better is needed.

• Fibre internet with a wired Ethernet connection is required.

• Backup power solution is necessary.

• Proficiency with Microsoft Teams / Office 365.

• This position is exclusively for Mexican nationals currently residing in Mexico.

• All resumes must be submitted in English.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• 100% remote work opportunity.

• Independent Contractor arrangement.