Team Lead – Healthcare Customer Service

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

📋 Description

• Lead, guide, mentor, 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 escalated customer issues and complex interactions.

• Foster a robust customer-centric culture within the team.

• Track attendance, adherence, performance, and overall team engagement levels.

• Identify areas for performance improvement and collaborate with team members on enhancement strategies.

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

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

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

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

⛳️ Requirements

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

• Essential BPO experience.

• Prior experience in healthcare or medical customer service is required.

• Strong foundation in customer experience.

• At least one year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent proficiency in spoken and written English.

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

• Tech-savvy with a comfort level in learning and operating across various systems.

• Exceptional organizational skills and meticulous attention to detail.

• A true team player attitude.

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

• Immediate availability to start.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC required; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitor setup preferred.

• Webcam and wired USB headset required.

• i5 processor or higher is necessary.

• Fibre internet with a wired Ethernet connection is essential.

• Familiarity with Microsoft Teams and Office 365.

• All resumes must be submitted in English.

• Must be a Mexican national currently residing in México.

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

🏝️ Benefits

• Paid weekly in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Requirement for a backup power solution for remote setup.