Team Lead – Healthcare Customer Service

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

📋 Description

• Lead, support, coach, and inspire 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 robust customer-focused culture within the team.

• Monitor attendance, adherence, performance, and overall engagement of the team.

• Identify performance gaps and collaborate with team members to create improvement plans.

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

• Work alongside trainers and other leaders during training sessions and the transition into production.

• Maintain professionalism, accountability, and strong communication in a fully remote setting.

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

• Complete all phases of the hiring process, including resume review, questionnaire, video interview, live interview, and background check.

⛳️ Requirements

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

• Essential BPO experience.

• Essential experience in healthcare/medical customer service.

• Strong background in customer experience.

• Minimum of 1 year of previous remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written communication skills in English.

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

• Tech-savvy and comfortable with learning and navigating multiple systems.

• Strong organizational skills and attention to detail.

• A true team player with a collaborative mindset.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

• Must possess a Windows 11 PC (Mac is not supported).

• 16 GB RAM required.

• Dual monitor setup preferred.

• Webcam and wired USB headset are necessary.

• i5 processor or higher required.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365.

• English resume is required.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Independent Contractor arrangement.