Team Lead – Healthcare Customer Experience

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

📋 Description

• Guide, support, 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 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 strategies.

• Clearly communicate operational updates, expectations, and feedback to the team.

• Collaborate closely with trainers and other leaders during training and transition into production.

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

• Quickly 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 comparable leadership role within a BPO/contact center setting.

• Experience in BPO is mandatory.

• Background in healthcare/medical customer experience is required.

• Strong foundation in customer experience is essential.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written communication skills in English.

• Strong capabilities in communication, coaching, and problem-solving.

• Tech-savvy and comfortable navigating and working across various systems.

• Exceptional organizational skills and attention to detail.

• A sincere team-player attitude.

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

• Immediate availability to start.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC (Mac systems are not supported).

• Minimum of 16 GB RAM.

• Dual monitors required.

• Webcam and wired USB headset are necessary.

• Intel i5 processor or better.

• Fiber internet with a wired connection (Ethernet cable).

• Backup power solution available.

• Proficient in Microsoft Teams / Office 365.

• This position is exclusively available to Mexican nationals currently residing in Mexico.

• All resumes must be submitted in English.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training sessions.

• Fully remote work opportunity.

• Independent Contractor arrangement.