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, ensuring productivity and quality standards are upheld.

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

• Assist agents with customer escalations and complex interactions.

• Foster a robust customer-focused culture within the team.

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

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

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

• Collaborate closely with trainers and other leaders during the training phase 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.

⛳️ Requirements

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

• Essential experience in a BPO environment.

• Critical experience in healthcare or medical customer service.

• Strong background in customer experience.

• Minimum of 1 year of previous 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 navigating multiple systems.

• Strong organizational skills and meticulous attention to detail.

• A true team-player mindset.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Willingness to work as an Independent Contractor.

• Mexican national currently residing in Mexico.

• Must have a Windows 11 PC (Mac not supported).

• Minimum of 16 GB RAM.

• Dual monitor setup required.

• Webcam and wired USB headset necessary.

• Must have an i5 processor or higher.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Proficiency in Microsoft Teams / Office 365.

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

• Resume must be submitted in English.

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work setup available.

• Independent Contractor arrangement.