Team Lead – Healthcare Customer Experience

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

📋 Description

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

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

• Provide coaching and constructive feedback aimed at enhancing individual and team effectiveness.

• Assist agents with customer escalations and difficult interactions.

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

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

• Identify areas for performance improvement and collaborate with team members to develop enhancement plans.

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

• Collaborate closely with trainers and other leaders throughout the training and transition to production.

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

• 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 similar leadership role within a BPO/contact center environment.

• Essential experience in a BPO setting.

• Required experience in healthcare/medical customer service.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written proficiency in English.

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

• Tech-savvy with the ability to learn and operate across multiple systems.

• Demonstrated organizational skills and attention to detail.

• A true team-player attitude.

• Willingness to work U.S. business hours.

• Availability to start immediately.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC required; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is essential.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal English communication skills are required.

• An English resume is mandatory.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training opportunities.

• Fully remote work arrangement.