Team Lead – Healthcare Customer Service

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

📋 Description

• Lead, guide, 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 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 metrics, and overall team engagement.

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

• Relay operational updates, expectations, and feedback to the team.

• Partner with trainers and leadership during the training phase and transition to production.

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

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

• Support a healthcare customer experience operation based in the U.S.

⛳️ Requirements

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

• Essential experience in a BPO setting.

• Experience in healthcare or medical customer service is crucial.

• Strong background in customer experience.

• Minimum of 1 year of experience working remotely.

• Fully bilingual in both English and Spanish.

• Excellent verbal and written communication skills in English.

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

• Tech-savvy and capable of learning and navigating multiple systems.

• Exceptional organizational skills and attention to detail.

• A true team player attitude.

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

• Immediate availability to start.

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

• Comfort working as an Independent Contractor.

• Must be a Mexican national currently living in México.

• Windows 11 PC is required; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitor setup.

• Webcam and wired USB headset are necessary.

• i5 processor or better.

• Fibre internet with a wired Ethernet connection.

• Backup power solution is needed.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• English resume is mandatory.

• Successful completion of the hiring process, including a background check, is required.

🏝️ Benefits

• Weekly payments made in arrears.

• Paid training provided.

• Fully remote working opportunity.

• Independent Contractor arrangement.