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 and help 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, and overall team engagement.

• Identify performance deficiencies 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 personnel during training phases and transitions into 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 environment.

• Essential experience in a BPO setting.

• Required background in healthcare/medical customer experience.

• Strong foundation in customer experience.

• Minimum of 1 year of prior remote work experience.

• Fully bilingual in English and Spanish.

• Excellent verbal 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 meticulous attention to detail.

• A genuine team player mentality.

• Comfortable working during U.S. business hours.

• Available for immediate start.

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

• Able to work as an Independent Contractor.

• Mexican national currently residing in Mexico.

• Windows 11 PC; Mac is not supported.

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam and wired USB headset are essential.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is required.

• Backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is required.

🏝️ Benefits

• Weekly payment in arrears.

• Paid training provided.

• Fully remote work setup.

• Independent Contractor arrangement.