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 to enhance both individual and team performance.

• Assist agents with customer escalations 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 leaders during training and the transition to production.

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

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

• Support a customer experience program for a U.S.-based healthcare client.

⛳️ Requirements

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

• Essential BPO experience.

• Experience in healthcare/medical customer service is crucial.

• Strong background in customer experience.

• A minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written English skills.

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

• Tech-savvy and adept at learning and navigating multiple systems.

• Strong organizational skills with keen attention to detail.

• A genuine team-oriented mindset.

• Willingness to work U.S. business hours.

• Availability to begin immediately.

• Reliable computer, internet connection, headset, and an appropriate remote workspace.

• Comfortable working as an Independent Contractor.

• Windows 11 PC required; Mac systems are not supported.

• Minimum 16 GB RAM.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• Processor should be i5 or higher.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution needed.

• Proficiency in Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in Mexico.

• Strong written and verbal communication skills in English.

• An English resume is required.

• Successful completion of the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check is necessary.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training sessions.

• Fully remote working opportunity.

• Requirement for a backup power solution while working remotely.