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 discrepancies and collaborate with team members on improvement strategies.

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

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

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

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

• Support a growing remote healthcare customer experience operation catering to a U.S.-based program.

⛳️ Requirements

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

• Essential experience in a BPO setting.

• Required background in healthcare/medical customer experience.

• Strong foundation in customer experience principles.

• 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.

• Tech-savvy and comfortable with learning and navigating multiple systems.

• Excellent organizational skills and attention to detail.

• A true team-player attitude.

• Willingness to work U.S. business hours.

• Availability to start immediately.

• Access to a reliable computer, internet connection, headset, and an appropriate remote workspace.

• Comfortable working as an Independent Contractor.

• Must have a Windows 11 PC; Mac is not supported.

• Minimum of 16 GB RAM.

• Dual monitor setup required.

• Webcam and wired USB headset necessary.

• Intel i5 processor or higher.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is essential.

• Familiarity with Microsoft Teams and Office 365.

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Paid weekly in arrears.

• Compensation for training provided.

• Fully remote work opportunity.

• Flexible remote work arrangements available.

• Independent Contractor status.