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 to ensure that productivity and quality standards are met.

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

• Assist agents with customer escalations and manage challenging interactions.

• Foster a strong customer-centric culture within the team.

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

• Identify performance gaps 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 to production.

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

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

⛳️ Requirements

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

• Essential BPO experience.

• Experience in healthcare/medical customer service is crucial.

• Strong background in customer experience.

• A 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 navigating multiple systems.

• Strong organizational skills and meticulous attention to detail.

• A genuine team-player attitude.

• Comfortable working during U.S. business hours.

• Available to start immediately.

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

• Comfortable working as an Independent Contractor.

• Windows 11 PC required (Mac not supported).

• Minimum 16 GB RAM.

• Dual monitors are required.

• Webcam and Wired USB Headset are necessary.

• i5 processor or higher is needed.

• Fibre internet with a wired connection (Ethernet cable) is essential.

• Backup power solution is required.

• Proficiency in Microsoft Teams / Office 365.

• An English resume is required.

• Must be a Mexican national currently residing in México.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training.