Team Lead – Healthcare Customer Service

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

📋 Description

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

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

• Provide 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 gaps 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.

• Contribute to a growing healthcare customer experience operation for a program based in the U.S.

⛳️ 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.

• Previous experience in healthcare or medical customer service is crucial.

• Strong background in customer experience.

• A minimum of 1 year of remote work experience is required.

• Must be fully bilingual in English and Spanish.

• Excellent spoken and written English skills.

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

• Tech-savvy and proficient in learning and navigating multiple systems.

• Strong organizational skills and a keen attention to detail.

• A genuine team-player attitude.

• Comfortable working U.S. business hours.

• Must be available to start immediately.

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

• Must be comfortable working as an Independent Contractor.

• Windows 11 PC is required (Mac not supported).

• Minimum of 16 GB RAM.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• Processor must be i5 or higher.

• Fibre internet with a wired Ethernet connection is essential.

• Familiarity with Microsoft Teams and Office 365 is required.

• Must be a Mexican national currently residing in Mexico.

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

• An English resume is required.

• Must pass a background check.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Requirement for a backup power solution for remote setup.