Team Lead – Healthcare Customer Experience

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

📋 Description

• Guide, assist, mentor, and inspire a team of customer experience representatives.

• Oversee daily team performance to ensure 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 gaps 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.

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

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

• Manage all stages of the hiring process, including reviewing English resumes, conducting pre-screen questionnaires, one-way video interviews, live interviews, and final interviews.

⛳️ Requirements

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

• Essential BPO experience.

• Background in healthcare/medical customer service is crucial.

• Strong foundation in customer experience.

• Minimum of 1 year of prior 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.

• Exceptional organizational skills and attention to detail.

• A true team-player attitude.

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

• Availability to start immediately.

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

• Comfort in working as an Independent Contractor.

• Windows 11 PC (Mac not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or better.

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

• Backup power solution.

• Microsoft Teams / Office 365 proficiency.

• English resume is required.

• Mexican national currently residing in México.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training.