Team Lead – Healthcare Customer Service

Job Description:

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Collaborate with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience program

Requirements:

• Previous Team Lead, Supervisor, or similar leadership experience in a BPO/contact center environment
• BPO experience is essential
• Healthcare/medical customer experience is essential
• Strong customer experience background
• At least 1 year of previous remote work experience
• Fully bilingual in English and Spanish
• Excellent spoken and written English
• Strong communication, coaching, and problem-solving skills
• Tech-savvy and comfortable learning and working across multiple systems
• Strong organizational skills and attention to detail
• A genuine team-player mentality
• Comfortable working U.S. business hours
• Available to start immediately
• Reliable computer, internet connection, headset, and suitable remote workspace
• Comfortable working as an Independent Contractor
• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and wired USB headset
• i5 processor or higher
• Fibre internet with a wired Ethernet connection
• Backup power solution
• Microsoft Teams / Office 365
• Must be a Mexican national currently residing in México
• Must submit resume in English
• Must complete all stages of the hiring process, including background check

Benefits:

• Paid weekly in arrears
• Paid training
• Fully remote opportunity
• Backup power solution requirement for remote work setup