Team Lead – Healthcare Customer Experience

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

📋 Description

• Lead, mentor, support, 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 individual and collective team performance.

• Assist agents with customer escalations and complex interactions.

• Foster a strong customer-focused culture within the team.

• Monitor attendance, adherence, performance, and overall team engagement levels.

• Identify performance deficiencies and collaborate with team members on improvement initiatives.

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

• Work alongside trainers and other leadership personnel during training and the transition into production.

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

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

• Complete all phases of the hiring process, including resume assessment, questionnaire, video interview, live interview, and final interview.

⛳️ Requirements

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

• Essential experience in BPO.

• Crucial background in healthcare/medical customer service.

• Strong foundation in customer experience.

• Minimum of 1 year of previous remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written communication skills in English.

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

• Tech-savvy and adept at learning and navigating multiple systems.

• Strong organizational capabilities and attention to detail.

• A genuine team-oriented approach.

• Comfortable working U.S. business hours.

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC (Mac systems are not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fibre internet with a wired Ethernet connection.

• Backup power solution.

• Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in México.

• English resume is required.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote work arrangement.

• Independent Contractor setup.