Team Lead – Healthcare Customer Experience

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

📋 Description

• Guide, support, mentor, and inspire a team of customer experience representatives.

• Oversee daily team performance, productivity, and quality metrics.

• Offer coaching and feedback to enhance both individual and team performance.

• Assist agents with customer escalations and complex interactions.

• Uphold a strong customer-centric culture.

• Track attendance, adherence, performance, and team engagement levels.

• Identify performance discrepancies and create improvement plans with team members.

• Relay operational updates, expectations, and constructive feedback.

• Collaborate with trainers and management during training and the transition to production.

• Maintain professionalism, accountability, and clear communication in a remote setting.

• Adjust to evolving processes, systems, and business needs.

• Complete the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check.

⛳️ Requirements

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

• Essential BPO experience.

• Required background in healthcare/medical customer service.

• Strong foundation in customer experience.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent spoken and written proficiency in English.

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

• Tech-savvy and adept at navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• A true team player mentality.

• Comfortable working U.S. business hours.

• Available to start immediately.

• Reliable computer, internet connection, headset, and a suitable remote workspace.

• Willingness to work as an Independent Contractor.

• Windows 11 PC (Mac 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.

• Familiarity with Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in México.

• English resume required.

• Must complete all stages of the hiring process, including a background check.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training sessions.

• Fully remote position.

• Independent Contractor arrangement.