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, productivity, and quality standards.

• Offer coaching and 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.

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

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

• Partner with trainers and leadership 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 needs.

• Manage all phases of the hiring process, including resume screening, questionnaires, one-way video interviews, live interviews, and final interviews.

⛳️ Requirements

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

• BPO experience is a must.

• Experience in healthcare/medical customer service is essential.

• Strong background in customer experience.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent spoken and written English skills.

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

• Tech-savvy and comfortable navigating multiple systems.

• Excellent organizational skills and meticulous attention to detail.

• A true team player mentality.

• Availability to work U.S. business hours.

• Ready to begin immediately.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fibre internet with a wired Ethernet connection.

• Backup power solution.

• Proficient in Microsoft Teams / Office 365.

• Strong written and verbal English communication skills.

• Resume submitted in English.

• Mexican national currently living in Mexico.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training.

• Fully remote working arrangement.

• Independent Contractor status.