Team Lead – Healthcare Customer Experience

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

📋 Description

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

• Oversee daily team performance to ensure 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 team engagement.

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

• 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.

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

• Support a healthcare customer experience program based in the U.S.

⛳️ Requirements

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

• Experience in a BPO setting is crucial.

• Background in healthcare or medical customer experience is essential.

• Strong foundation in customer experience is required.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent spoken and written English proficiency.

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

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

• Exceptional organizational skills and attention to detail.

• A genuine team-oriented mindset.

• Availability to work during U.S. business hours.

• Ready to start immediately.

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

• Must be comfortable working as an Independent Contractor.

• Mexican national currently living in México.

• Windows 11 PC (Macs are not supported).

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam and wired USB headset are needed.

• i5 processor or higher is required.

• Fibre internet with a wired connection (Ethernet cable) is essential.

• Backup power solution is necessary.

• Proficient in Microsoft Teams / Office 365.

• English resume is required.

• Completion of all hiring process stages is mandatory.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• 100% remote work opportunity.

• Independent Contractor arrangement.