Team Lead | Healthcare Customer Experience
About The Position
We are looking for experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program. This is an opportunity for a hands-on leader who understands the BPO environment, knows how to support and motivate a team, and can maintain high standards across customer experience, productivity, quality, and day-to-day performance. The right person will be confident working in a fast-paced environment, comfortable with U.S. business hours, and able to communicate professionally in both English and Spanish. This is a fully remote opportunity in México only for qualified professionals who want to be part of a team where strong leadership and customer experience really matter.
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 connection (Ethernet cable)
- Backup power solution
- Microsoft Teams / Office 365
Responsibilities
- Lead, support, coach, and motivate a team of customer experience representatives
- Monitor day-to-day team performance and help 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
- Help 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
- Work closely with trainers and other leadership members during training and transition into production
- Maintain professionalism, accountability, and strong communication in a fully remote environment
- Adapt quickly to changing processes, systems, and business requirements
Benefits
- Paid weekly in arrears
- Paid training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
