Team Lead – Healthcare Customer Service

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

📋 Description

• Lead, 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 aimed at enhancing 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 engagement.

• Identify areas for performance improvement and collaborate with team members on development plans.

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

• Work alongside 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 a customer experience operation 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.

• Essential BPO experience is required.

• Experience in healthcare/medical customer service is crucial.

• A strong background in customer experience is necessary.

• Minimum of 1 year of prior remote work experience.

• Must be fully bilingual in English and Spanish.

• Excellent verbal and written English skills.

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

• Comfortable with technology and adept at learning and navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• A genuine team-oriented approach.

• Willingness to work U.S. business hours.

• Availability to start immediately.

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

• Comfortable working as an Independent Contractor.

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

• Requires 16 GB RAM.

• Dual monitors are preferred.

• Must have a webcam and wired USB headset.

• i5 processor or higher is required.

• Must have a Fibre internet connection with a wired Ethernet setup.

• A backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365 is required.

• Candidates must be Mexican nationals currently residing in México.

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

• An English resume is required.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Backup power solution is required for the remote setup.