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 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 metrics, and overall team engagement.

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

• Relay operational updates, expectations, and feedback to the team.

• Partner with trainers and other leadership figures during training and the transition to production.

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

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

• Support a customer experience program focused on healthcare in the U.S.

⛳️ Requirements

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

• BPO experience is mandatory.

• Experience in healthcare/medical customer service is crucial.

• Strong background in customer experience.

• Minimum of 1 year of experience working remotely.

• Fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

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

• Proficient with technology and comfortable navigating multiple systems.

• Excellent organizational skills and attention to detail.

• A true team player mentality.

• Willingness to work U.S. business hours.

• Availability to start immediately.

• Reliable computer, internet connection, headset, and a suitable remote workspace.

• Comfortable working as an Independent Contractor.

• Windows 11 PC required; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitors are necessary.

• Webcam and wired USB headset required.

• i5 processor or higher is essential.

• Fibre internet with a wired Ethernet connection is necessary.

• Backup power solution is required.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is required.

• Must be a Mexican national currently residing in Mexico.

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

🏝️ Benefits

• Weekly payments in arrears.

• Paid training provided.

• Fully remote work opportunity.

• Backup power solution required for remote work.