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 achieved.

• Offer coaching and constructive feedback to enhance both 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 leadership personnel during training and transition into production.

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

• Quickly adapt to evolving processes, systems, and business requirements.

• Support a customer experience program for a U.S.-based healthcare client.

⛳️ 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.

• Critical experience in healthcare or medical customer service.

• Strong foundation in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Proficient in spoken and written English.

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

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

• Strong organizational skills and keen attention to detail.

• A true team-player attitude.

• Comfortable working U.S. business hours.

• Available for immediate start.

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

• Willing to work as an Independent Contractor.

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

• Minimum of 16 GB RAM.

• Dual monitors needed.

• Webcam and wired USB headset required.

• i5 processor or better.

• Fibre internet with a wired connection (using Ethernet cable).

• Backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365.

• An English resume is mandatory.

• Must be a Mexican national currently living in México.

🏝️ Benefits

• Opportunity to work fully remotely.

• Weekly payments in arrears.

• Paid training provided.

• Arrangement as an Independent Contractor.