Team Lead – Healthcare Customer Experience

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

📋 Description

• Lead, guide, mentor, and inspire a team of customer experience representatives.

• Oversee daily team performance, ensuring that 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.

• 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.

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

• Support a healthcare customer experience program based in the U.S.

⛳️ Requirements

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

• Essential experience in a BPO environment.

• Required background in healthcare or medical customer experience.

• Strong foundation in customer experience.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Exceptional verbal and written communication skills in English.

• Strong capabilities in communication, coaching, and problem-solving.

• Tech-savvy and comfortable navigating multiple systems.

• Excellent organizational skills with a keen attention to detail.

• A genuine team-oriented mindset.

• Willingness to work during U.S. business hours.

• Immediate availability to start.

• Reliable computer, internet connection, headset, and a suitable remote workspace.

• Comfortable operating as an Independent Contractor.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fiber internet with a wired connection (Ethernet cable).

• Backup power solution.

• Proficient in Microsoft Teams / Office 365.

• An English resume is required.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Opportunity to work fully remote.

• Independent Contractor arrangement.