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 to ensure productivity and quality standards are achieved.

• Provide 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 gaps and collaborate with team members on improvement strategies.

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

• Support a U.S.-based healthcare customer experience program.

⛳️ Requirements

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

• Essential BPO experience.

• Experience in healthcare/medical customer service is crucial.

• Strong background 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 comfortable navigating multiple systems.

• Strong organizational capabilities and attention to detail.

• A genuine team player attitude.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

• Windows 11 PC required; Mac is not supported.

• 16 GB RAM minimum.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• i5 processor or higher is needed.

• High-speed internet with a wired Ethernet connection.

• Backup power solution is essential.

• Familiarity with Microsoft Teams / Office 365.

• Must complete all stages of the hiring process: English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Independent Contractor arrangement.