Team Lead – Healthcare Customer Experience

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

📋 Description

• Lead, support, coach, 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 situations.

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

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

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

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

• Work alongside trainers and other leaders during training and the transition to production.

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

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

⛳️ Requirements

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

• Essential BPO experience.

• Previous experience in healthcare or medical customer service is required.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

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

• Tech-savvy and able to learn and navigate multiple systems efficiently.

• Strong organizational skills and attention to detail.

• A true team-player attitude.

• Comfortable working U.S. business hours.

• Available to start immediately.

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

• Willingness to work as an Independent Contractor.

• Must be a Mexican national currently living in Mexico.

• Windows 11 PC required; Mac is not supported.

• 16 GB RAM necessary.

• Dual monitors recommended.

• Webcam and a wired USB headset required.

• i5 processor or higher needed.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is essential.

• Familiarity with Microsoft Teams / Office 365 is required.

• All applicants must complete an English resume review, a pre-screen questionnaire, a one-way video interview, a live interview, and a background check.

• Strong written and verbal communication skills in English are necessary.

• Resume must be submitted in English.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Work fully remote.

• Independent Contractor status.