Team Lead – Healthcare Customer Service

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 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, compliance, 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.

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

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

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

• Support the expansion of a healthcare customer experience operation serving a US-based program.

⛳️ Requirements

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

• Essential background in BPO.

• Experience in healthcare/medical customer service is crucial.

• Strong foundation in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent spoken and written English skills.

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

• Tech-savvy and proficient in learning and navigating multiple systems.

• Excellent organizational skills and meticulous attention to detail.

• A true team player mentality.

• 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 living in México.

• Windows 11 PC; Mac systems are not supported.

• Minimum 16 GB RAM.

• Dual monitor setup.

• Webcam and wired USB headset required.

• i5 processor or better.

• Fiber internet with a wired Ethernet connection.

• Backup power solution necessary.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is mandatory.

• Must complete the entire hiring process, which includes resume review, a questionnaire, a one-way video interview, a live interview, and a background check.

🏝️ Benefits

• Weekly pay in arrears.

• Paid training provided.

• Work fully remote.

• Independent Contractor arrangement.