Team Lead – Healthcare Customer Experience

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

📋 Description

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

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

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

• Assist agents with customer escalations and challenging interactions.

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

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

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

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

• Partner with trainers and other leadership figures 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 customer experience program for a US-based healthcare client.

⛳️ Requirements

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

• Essential experience in the BPO sector.

• Necessary background in healthcare/medical customer experience.

• Solid foundation in customer experience practices.

• Minimum of 1 year of experience working remotely.

• Fully bilingual in English and Spanish.

• Excellent verbal and written English communication skills.

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

• Tech-savvy and adept at learning and navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• A true team player with a collaborative spirit.

• Comfortable working during U.S. business hours.

• Available to start immediately.

• Possess a reliable computer, internet connection, headset, and appropriate remote workspace.

• Willingness to work as an Independent Contractor.

• Windows 11 PC required (Mac is not supported).

• Minimum 16 GB RAM.

• Dual monitor setup preferred.

• Webcam and wired USB headset required.

• i5 processor or higher is necessary.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Proficient in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote work arrangement.

• Independent Contractor status.