Team Lead – Healthcare Customer Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide, assist, 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 strong customer-centric culture within the team

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

• Recognize performance deficiencies and collaborate with team members on improvement strategies

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

• Work alongside trainers and other leadership to facilitate training and transition into production

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

• Adapt to shifting processes, systems, and business needs

• Support a customer experience program for a U.S.-based healthcare client

⛳️ Requirements

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

• Experience in the BPO sector is mandatory

• Essential experience in healthcare/medical customer service

• Strong background in customer experience

• Minimum of 1 year of remote work experience

• Fully bilingual in English and Spanish

• Excellent proficiency in spoken and written English

• Strong skills in communication, coaching, and problem-solving

• Tech-savvy with comfort in learning and navigating multiple systems

• Exceptional organizational skills and meticulous attention to detail

• A true team-oriented mindset

• Willingness to work U.S. business hours

• Immediate availability to start

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

• Comfortable working as an Independent Contractor

• Windows 11 PC required (Mac not supported)

• 16 GB RAM or higher

• Dual monitor setup

• Webcam and wired USB headset

• i5 processor or better

• Fibre internet with a wired Ethernet connection

• Backup power solution necessary

• Proficient in Microsoft Teams / Office 365

• Must be a Mexican national residing in México

• Resume submission in English is required

• Completion of all stages of the hiring process, including a background check, is mandatory

🏝️ Benefits

• Weekly payments in arrears

• Paid training sessions

• Fully remote work opportunity

• Requirement for a backup power solution for remote work setup