Team Lead – Healthcare Customer Experience

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

📋 Description

• Lead, inspire, coach, and motivate a team of customer experience representatives.

• Oversee daily team performance to ensure 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 deficiencies and collaborate with team members on improvement strategies.

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

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

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

• Adapt to evolving processes, systems, and business requirements.

⛳️ 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.

• 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 English skills.

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

• Tech-savvy and comfortable with learning and operating across various systems.

• Exceptional organizational skills and attention to detail.

• Willingness to work U.S. business hours.

• Availability to start immediately.

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

• Must be comfortable working as an Independent Contractor.

• Windows 11 PC (Mac is not supported).

• Minimum of 16 GB RAM.

• Dual monitors required.

• Webcam and wired USB headset are necessary.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is mandatory.

• Proficient in Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Backup power solution required for remote work.