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 that productivity and quality standards are achieved.

• Offer coaching and constructive feedback to enhance both individual and team performance.

• Assist agents with escalated customer issues 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 completely remote setting.

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

• Provide support for a U.S.-based healthcare customer experience operation.

⛳️ Requirements

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

• Essential experience in a BPO environment.

• Proven experience in healthcare/medical customer service is required.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

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

• Tech-savvy and comfortable navigating multiple systems.

• Strong organizational skills and keen attention to detail.

• A true team-player attitude.

• Able to work U.S. business hours.

• Ready to start immediately.

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

• Comfortable working as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

• Windows 11 PC required; Mac is not supported.

• Must have 16 GB RAM.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is essential.

• Familiarity with Microsoft Teams / Office 365 is required.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Backup power solution required for remote setup.