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 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 levels.

• 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 during training and the transition to production.

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

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

⛳️ Requirements

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

• Essential experience in the BPO sector.

• Proven background in healthcare/medical customer service is crucial.

• Strong foundation in customer experience.

• A minimum of 1 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 abilities.

• Tech-savvy and adept at learning and working across various systems.

• Exceptional organizational skills and attention to detail.

• A genuine team-player attitude.

• Comfortable working U.S. business hours.

• Available for immediate start.

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

• Willingness to work as an Independent Contractor.

• Must be a Mexican national currently residing in Mexico.

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

• 16 GB RAM is necessary.

• Dual monitors must be available.

• Webcam and wired USB headset are required.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is essential.

• A backup power solution must be in place.

• Proficiency in Microsoft Teams / Office 365 is needed.

• Strong written and verbal English communication skills are essential.

• Submission of an English resume is required.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Independent Contractor arrangement.