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 upheld.

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

• Assist agents with customer escalations and difficult interactions.

• Foster a strong customer-centric culture.

• Track attendance, adherence, performance, and team engagement metrics.

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

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

• Work with trainers and leadership during training sessions and the transition into production.

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

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

• Complete the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check.

⛳️ Requirements

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

• Essential BPO experience.

• Crucial healthcare/medical customer experience.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written English skills.

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

• Tech-savvy and adept at learning and operating across multiple systems.

• Strong organizational skills with a keen eye for detail.

• A true team player mentality.

• Comfortable working U.S. business hours.

• Available to start immediately.

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

• Willingness to work as an Independent Contractor.

• Windows 11 PC; Mac is not supported.

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fibre internet with a wired Ethernet connection.

• Backup power solution.

• Proficient in Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in México.

• Must provide an English resume.

• Must complete all stages of the hiring process, including a background check.

🏝️ Benefits

• Paid weekly in arrears.

• Compensation for training.

• Fully remote working arrangement.

• Independent Contractor setup.