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 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 metrics, and overall team engagement.

• Identify performance gaps and collaborate with team members to develop improvement plans.

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

• Collaborate closely with trainers and other leaders during onboarding and the transition to production.

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

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

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

⛳️ Requirements

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

• Essential BPO experience.

• Critical healthcare/medical customer experience background.

• Strong foundation in customer experience.

• At least 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal and written communication skills in English.

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

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

• Excellent organizational skills and a keen eye for detail.

• A true team player attitude.

• Willingness to work U.S. business hours.

• Availability to start immediately.

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

• Must be comfortable working as an Independent Contractor.

• Must be a Mexican national currently residing in México.

• Windows 11 PC required; Mac systems are not supported.

• Minimum of 16 GB RAM.

• Dual monitors are required.

• Must have a webcam and a wired USB headset.

• Processor must be i5 or higher.

• Fibre internet with a wired Ethernet connection is necessary.

• Backup power solution is required.

• Proficiency in Microsoft Teams / Office 365.

• Must complete the English resume review, pre-screen questionnaire, one-way video interview, live interview, and background check.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote working arrangement.

• Independent Contractor agreement.