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 to ensure that productivity and quality standards are achieved.

• Deliver coaching and constructive feedback to enhance 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 team engagement levels.

• Identify performance shortfalls and collaborate with team members on improvement strategies.

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

• Work closely with trainers and leadership during the training phase and transition into production.

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

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

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

⛳️ Requirements

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

• Experience in a BPO environment is mandatory.

• Background in healthcare/medical customer experience is required.

• Strong foundation in customer experience practices.

• Minimum of 1 year of previous experience working remotely.

• Fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

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

• Tech-savvy and comfortable navigating multiple systems.

• Strong organizational skills with keen attention to detail.

• A true team-player attitude.

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

• Availability to commence work immediately.

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

• Comfortable working as an Independent Contractor.

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

• Minimum 16 GB RAM.

• Dual monitor setup required.

• Webcam and wired USB headset necessary.

• Must have an i5 processor or better.

• Fibre internet with a wired Ethernet connection is required.

• Backup power solution is needed.

• Proficiency in Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in Mexico.

• All resumes should be submitted in English.

• Completion of all stages in the hiring process, including a background check, is mandatory.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.