Team Lead – Healthcare Customer Experience

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

📋 Description

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

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

• Offer coaching and 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 leadership personnel during training and the transition to production.

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

• Quickly 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 setting.

• Essential experience in a BPO environment.

• Essential background in healthcare/medical customer experience.

• Strong foundation in customer experience.

• Minimum of 1 year of previous remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written English skills.

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

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

• Strong organizational capabilities and meticulous attention to detail.

• A genuine team-player attitude.

• Comfortable working U.S. business hours.

• Available for immediate start.

• Reliable computer, internet connection, headset, and appropriate remote workspace.

• Comfortable working as an Independent Contractor.

• Windows 11 PC (Mac not supported).

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam and wired USB headset needed.

• i5 processor or higher is mandatory.

• Fiber internet with a wired Ethernet connection is essential.

• Familiarity with Microsoft Teams / Office 365.

• Must be a Mexican national currently living in México.

• All resumes must be submitted in English.

• Must successfully complete every stage of the hiring process.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote work arrangement.

• Support for backup power solutions in remote workspaces.