Team Lead – Healthcare Customer Experience

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

📋 Description

• Direct, support, mentor, and inspire a team of customer experience representatives.

• Oversee daily team performance to ensure productivity and quality standards are achieved.

• Offer coaching and feedback to enhance both individual and team performance.

• Assist agents with customer escalations and difficult interactions.

• Foster a robust 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.

• Work alongside trainers and other leadership members during training and the transition to production.

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

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

⛳️ Requirements

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

• Experience in the BPO industry is a must.

• Background in healthcare or medical customer service is essential.

• Strong foundation in customer experience.

• Minimum of 1 year of previous remote work experience.

• Must be fully bilingual in English and Spanish.

• Excellent spoken and written proficiency in English.

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

• Tech-savvy and capable of learning and navigating multiple systems.

• High level of organizational skills and attention to detail.

• A genuine team-oriented mindset.

• Willingness to work U.S. business hours.

• Availability to start immediately.

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

• Comfortable working 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.

• Fibre internet with a wired Ethernet connection.

• Backup power solution.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

• Mexican national currently residing in México.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training sessions.

• Fully remote work opportunity.

• Independent Contractor arrangement.