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 that productivity and quality standards are consistently achieved.

• Offer coaching and constructive feedback to enhance both 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 metrics, and overall team engagement.

• Identify performance gaps and collaborate with team members on tailored improvement plans.

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

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

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

• Adjust 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 background in healthcare/medical customer service.

• Strong foundation in customer experience.

• Minimum of 1 year of experience in remote work.

• Fully bilingual in English and Spanish.

• Exceptional spoken and written English skills.

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

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

• Excellent organizational skills and attention to detail.

• A genuine team-oriented mindset.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Must be comfortable working as an Independent Contractor.

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

• Minimum 16 GB RAM.

• Dual monitor setup.

• Webcam and wired USB headset are necessary.

• i5 processor or higher required.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution is mandatory.

• Familiarity with Microsoft Teams / Office 365 is required.

• Must be a Mexican national currently residing in México.

• An English resume must be submitted.

• Candidates must 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.

• Requirement of a backup power solution for remote work.