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 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 difficult interactions.

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

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

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

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

• Work alongside trainers and other leaders during training sessions and transitions into production.

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

• Adapt 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 similar leadership role within a BPO/contact center setting.

• Essential experience in a BPO environment.

• Vital background in healthcare/medical customer experience.

• Strong foundation 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 navigating multiple systems.

• Excellent organizational skills and attention to detail.

• A collaborative team-player attitude.

• Comfortable working during U.S. business hours.

• Availability to start immediately.

• Access to a reliable computer, internet connection, headset, and an appropriate remote workspace.

• Willingness to work as an Independent Contractor.

• Must have a Windows 11 PC; Mac is not supported.

• Minimum of 16 GB RAM.

• Dual monitor setup.

• Webcam and wired USB headset required.

• i5 processor or better.

• Fibre internet with a wired Ethernet connection.

• Backup power solution necessary.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal English communication skills.

• An English resume is mandatory.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Weekly payment in arrears.

• Compensation for training.

• Fully remote work arrangement.

• Independent Contractor setup.