Team Lead – Healthcare Customer Experience

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

📋 Description

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

• Oversee daily team performance, ensuring that productivity and quality standards are achieved.

• Provide coaching and constructive feedback to enhance individual and team performance.

• Assist agents with customer escalations and difficult interactions.

• Foster a robust customer-focused 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 leaders during training and the transition to production.

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

• Quickly adapt to changing processes, systems, and business needs.

⛳️ Requirements

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

• BPO experience is a must.

• Experience in healthcare/medical customer service is essential.

• 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 communication, coaching, and problem-solving abilities.

• Tech-savvy and adept at learning and utilizing various systems.

• Exceptional organizational skills and attention to detail.

• A genuine team-oriented mindset.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Willingness to work as an Independent Contractor.

• Must be a Mexican national currently residing in México.

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

• 16 GB RAM is necessary.

• Dual monitors are preferred.

• A webcam and wired USB headset are required.

• An i5 processor or higher is necessary.

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

• Backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365.

• Completion of all hiring process stages: English Resume Review, Pre-Screen Questionnaire, One-Way Video Interview, Live Interview, and Background Check.

• Resume must be submitted in English.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.