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 to ensure productivity and quality standards are achieved.

• Offer coaching and constructive feedback to enhance 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 gaps and collaborate with team members on improvement plans.

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

• Work in conjunction with trainers and other leadership during training and the transition to production.

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

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

⛳️ Requirements

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

• BPO experience is a must.

• Experience in healthcare/medical customer service is essential.

• Strong background in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent proficiency in spoken and written English.

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

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

• Strong organizational skills and attention to detail.

• A true team-player mentality.

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

• Available for immediate start.

• 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).

• 16 GB RAM is required.

• Dual monitors are necessary.

• A webcam and wired USB headset are needed.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365 is necessary.

• Must be a Mexican national currently residing in México.

• An English resume is required.

• Completion of the hiring process, including an English resume review, 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 arrangement.

• Independent Contractor arrangement.