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 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-centric culture within the team.

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

• Identify performance deficiencies and collaborate with team members on improvement strategies.

• Clearly communicate operational updates, expectations, and feedback to the team.

• Collaborate closely with trainers and other leaders during training and transition phases into production.

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

• Quickly adapt to evolving processes, systems, and business needs.

• Manage all stages of the hiring process, including resume evaluation, pre-screen questionnaire, one-way video interview, live interview, and background checks.

⛳️ 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.

• Required background in healthcare/medical customer service.

• Strong foundation in customer experience.

• Minimum of 1 year of remote work experience.

• Fully bilingual in English and Spanish.

• Excellent proficiency in spoken and written English.

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

• Tech-savvy and adept at learning and working with 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.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC is required (Mac is not supported).

• 16 GB RAM is necessary.

• Dual monitors are preferred.

• Webcam and wired USB headset required.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is mandatory.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Weekly pay in arrears.

• Paid training provided.

• Fully remote work setup available.

• Independent Contractor arrangement.