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.

• Provide coaching and constructive feedback to enhance both individual and team performance.

• Assist agents with customer escalations and complex interactions.

• Foster a strong customer-oriented 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 to the team effectively.

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

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

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

• Support a healthcare customer experience 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 setting.

• Essential experience in BPO.

• Required background in healthcare/medical customer experience.

• Strong foundation in customer experience.

• At least 1 year of experience working remotely.

• Fully bilingual in English and Spanish.

• Excellent verbal and written skills in English.

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

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

• Exceptional organizational skills and keen attention to detail.

• A true team player attitude.

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

• Availability to start immediately.

• Access to a reliable computer, internet connection, headset, and appropriate remote workspace.

• Comfortable working as an Independent Contractor.

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

• Minimum of 16 GB RAM.

• Dual monitor setup.

• Webcam and wired USB headset required.

• i5 processor or higher.

• Fibre internet with a wired Ethernet connection.

• Backup power solution needed.

• Familiarity with Microsoft Teams / Office 365.

• Must be a Mexican national currently residing in Mexico.

• Strong written and verbal communication skills in English.

• An English resume is required.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Work fully remotely.

• Independent Contractor arrangement.