Team Lead – Healthcare Customer Service

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

📋 Description

• Lead, support, coach, and inspire a team of customer experience representatives.

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

• Offer 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 deficiencies and collaborate with team members on improvement strategies.

• Relay 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.

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

• Support a customer experience program for a US-based healthcare client.

⛳️ Requirements

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

• BPO experience is a must.

• Experience in healthcare/medical customer service is essential.

• Strong background in customer experience.

• Minimum of 1 year of 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 learning and navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• A genuine team-player attitude.

• Comfortable working during U.S. business hours.

• Available for immediate start.

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

• Willingness to work as an Independent Contractor.

• Mexican national currently residing in Mexico.

• Windows 11 PC (Mac 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.

• Proficient in Microsoft Teams / Office 365.

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

🏝️ Benefits

• Paid weekly in arrears.

• Paid training.

• Fully remote work opportunity.

• Independent Contractor arrangement.