Team Lead – Healthcare Customer Service

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

📋 Description

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

• Oversee daily team performance to ensure productivity and quality standards are achieved.

• Offer coaching and 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, adherence, performance, and overall team morale.

• 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 and transition phases into production.

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

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

⛳️ Requirements

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

• Essential experience in the BPO sector.

• Critical experience in healthcare or 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.

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

• Tech-savvy, with the ability to learn and navigate multiple systems comfortably.

• Excellent organizational skills and attention to detail.

• Willingness to work U.S. business hours.

• Must be available 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.

• Required specifications: Windows 11 PC with 16 GB RAM, dual monitors, webcam, wired USB headset, i5 processor or higher, fibre internet with wired Ethernet connection, and a backup power solution.

• Proficient in Microsoft Teams / Office 365.

• Submission of an English resume is mandatory.

• Must complete all stages of the hiring process, including a background check.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Work fully remote.

• Independent Contractor arrangement.