Team Lead – Healthcare Customer Experience

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

📋 Description

• Lead, mentor, coach, 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 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 metrics, and overall team engagement.

• Identify areas for performance improvement and collaborate with team members on development plans.

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

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

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

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

⛳️ Requirements

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

• BPO experience is crucial.

• Experience in healthcare/medical customer service is mandatory.

• Strong background in customer experience.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Proficient in spoken and written English.

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

• Technologically adept and comfortable navigating multiple systems.

• Strong organizational skills and attention to detail.

• A true team-player attitude.

• Willingness to work U.S. business hours.

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC is required; Mac systems are not supported.

• Minimum of 16 GB RAM.

• Dual monitor setup is necessary.

• Webcam and wired USB headset are required.

• i5 processor or better is needed.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• Must be a Mexican national currently residing in Mexico.

• All resumes must be submitted in English.

• Must complete all stages of the hiring process.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Independent Contractor arrangement.