Team Lead – Healthcare Customer Service

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

📋 Description

• Guide, support, coach, 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 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.

• Share operational updates, expectations, and feedback with the team.

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

• Maintain professionalism, accountability, and effective communication in a completely remote setting.

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

⛳️ Requirements

• Prior experience in a Team Lead, Supervisor, or similar leadership role within a BPO/contact center setting.

• BPO experience is a must.

• Experience in healthcare or medical customer service is critical.

• Strong background in customer experience is required.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent spoken and written English proficiency.

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

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

• Excellent organizational skills and attention to detail.

• A true team player attitude.

• Available to work during U.S. business hours.

• Ready 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.

• Windows 11 PC required (Mac not supported).

• 16 GB RAM is necessary.

• Dual monitors are required.

• Webcam and wired USB headset needed.

• Must have an i5 processor or higher.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• Completion of all stages of the hiring process, including English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote work setup.