Team Lead – Healthcare Customer Service

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

📋 Description

• Oversee, guide, mentor, and inspire a team of customer experience representatives.

• Track 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.

• Supervise attendance, compliance, performance, and overall team engagement.

• Identify performance deficiencies and collaborate with team members on improvement initiatives.

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

• Collaborate closely with trainers and other leaders during training and the transition into production.

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

• Adapt 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.

• Essential experience in the BPO industry.

• Required background in healthcare/medical customer service.

• Strong foundation in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written communication skills in English.

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

• Tech-savvy and adept at learning and operating across various systems.

• Strong organizational skills with keen attention to detail.

• A true team-player mindset.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Ability to work as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

• Windows 11 PC is required (Mac is not supported).

• 16 GB RAM is necessary.

• Dual monitors are preferred.

• A webcam and wired USB headset are required.

• An i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is necessary.

• Backup power solution is required.

• Proficiency in Microsoft Teams / Office 365 is essential.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training sessions.

• Fully remote work opportunity.

• Independent Contractor arrangement.