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 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 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.

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

• Collaborate with trainers and other leadership during training and the transition to production.

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

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

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

⛳️ Requirements

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

• BPO experience is crucial.

• Experience in healthcare/medical customer service is critical.

• Strong background in customer experience.

• A minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

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

• Tech-savvy and adept at learning and navigating multiple systems.

• Excellent organizational skills and meticulous attention to detail.

• A true team-player attitude.

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

• Must be available to start immediately.

• A dependable computer, internet connection, headset, and appropriate remote workspace are required.

• Comfortable operating as an Independent Contractor.

• Must use a Windows 11 PC; Mac is not supported.

• 16 GB RAM is required.

• Dual monitors are necessary.

• Webcam and wired USB headset are required.

• An i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is essential.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• Must be a Mexican national currently residing in Mexico.

• Submission of an English resume is required.

• Completion of the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check is mandatory.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote working opportunity.

• Backup power solution is required for remote work setup.