Team Lead – Healthcare Customer Experience

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

📋 Description

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

• Oversee daily team performance, ensuring adherence to productivity and quality standards.

• Offer coaching and constructive feedback aimed at enhancing 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 engagement of the team.

• 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 leaders throughout the training and transition to production.

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

• Rapidly adapt to evolving processes, systems, and business needs.

• 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 BPO settings.

• Background in healthcare/medical customer service is crucial.

• Strong foundation in customer experience.

• Minimum of 1 year of remote work experience.

• Must be fully bilingual in English and Spanish.

• Excellent proficiency in spoken and written English.

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

• Tech-savvy and adept at learning and operating across various systems.

• Demonstrated organizational skills and attention to detail.

• A true team player mentality.

• Comfortable working during U.S. business hours.

• Available for immediate start.

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

• Comfortable working as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

• Operating on a Windows 11 PC (Mac not supported).

• At least 16 GB of RAM.

• Dual monitor setup required.

• Webcam and wired USB headset needed.

• i5 processor or better is mandatory.

• Fibre internet connection with wired Ethernet is required.

• Backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote working environment.

• Flexible working arrangement for U.S. business hours.

• Independent Contractor arrangement.