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, ensuring 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 robust 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.

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

• Collaborate closely with trainers and other leadership members during training and the transition into production.

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

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

• Successfully complete the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check.

⛳️ Requirements

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

• Essential experience in a BPO setting.

• Healthcare or medical customer experience is crucial.

• Strong background in customer experience.

• At least 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent proficiency in both spoken and written English.

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

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

• Exceptional organizational skills and attention to detail.

• A genuine team-player attitude.

• Comfortable working U.S. business hours.

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

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

• Requires 16 GB RAM.

• Dual monitors are necessary.

• Must have a webcam and wired USB headset.

• Requires an i5 processor or higher.

• Must have fibre internet with a wired Ethernet connection.

• Proficient in Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in México.

• Completion of all stages of the hiring process is mandatory.

• An English resume is required.

• Strong written and verbal communication skills in English.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training opportunities.

• Fully remote work arrangement.

• Requirement for a backup power solution for remote work.