Team Lead – Healthcare Customer Experience

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

📋 Description

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

• Oversee daily team performance to ensure that productivity and quality standards are achieved.

• Provide coaching and constructive feedback to enhance both individual and team performance.

• Assist agents with customer escalations and difficult 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 improvement plans.

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

• Collaborate closely with trainers and other leadership members 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 requirements.

• Support a growing healthcare customer experience operation for a U.S.-based program.

⛳️ Requirements

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

• Essential BPO experience.

• Experience in healthcare/medical customer service is crucial.

• Strong background in customer experience.

• A 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 comfortable navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• Willingness to work U.S. business hours.

• Availability to start immediately.

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

• Comfortable working as an Independent Contractor.

• Mexican national currently residing in Mexico.

• Windows 11 PC; Mac is not supported.

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fiber internet with a wired Ethernet connection.

• Backup power solution.

• Proficiency in Microsoft Teams / Office 365.

• Completion of all stages in the hiring process.

• Submission of an English resume.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• 100% remote work from Mexico.

• Independent Contractor arrangement.