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 consistently achieved.

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

• Assist agents with customer escalations and complex 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 strategies.

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

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

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

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

• Support a customer experience program for a U.S.-based healthcare client.

⛳️ Requirements

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

• Essential experience in the BPO industry.

• Proven background in healthcare/medical customer experience is a must.

• Strong foundation in customer experience principles.

• A minimum of 1 year of experience working remotely.

• Fully bilingual in English and Spanish.

• Excellent spoken and written English skills.

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

• Tech-savvy and comfortable navigating multiple systems.

• Outstanding organizational skills and attention to detail.

• A genuine team-player attitude.

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

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

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

• Minimum of 16 GB RAM.

• Dual monitors are necessary.

• A webcam and a wired USB headset are required.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is mandatory.

• A backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is required.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Opportunity for fully remote work.

• Independent Contractor arrangement.