Remote Healthcare CX Team Lead - Bilingual EN/ES

Resolv Global; Mariscala de Juárez; Remote; MXN 153,000 - 229,000; Part time

Benefits offered by this job

Paid weekly

Training provided

Independent contractor

Remote from México

Job summary

Resolv Global seeks an experienced Team Lead to manage a remote healthcare customer experience team for a US-based program. You will coach, monitor performance, and maintain a high standard of service in a fast-paced BPO environment.

Fluency in English and Spanish is required; US business hours align with this role. As a fully remote, contractor position in México, you will work with trainers and leadership to ensure smooth production transitions, with weekly payments and dedicated training

Qualifications

• Previous Team Lead or supervisor experience in a BPO/contact center.
• Healthcare/customer experience background is essential.
• Fully bilingual in English and Spanish with strong communication.

Responsibilities

• Lead, coach, and motivate a team of customer experience reps.
• Monitor daily performance to ensure productivity and quality.
• Provide coaching and feedback to improve performance.
• Support agents with escalations and challenging interactions.
• Maintain a customer-focused culture across the team.
• Track attendance, adherence, and overall engagement.
• Identify gaps and work with members on improvement plans.
• Communicate updates and expectations clearly to the team.
• Collaborate with trainers during training and transition to production.
• Maintain professionalism and accountability in a remote environment.
• Adapt quickly to changing processes and systems.

Skills

Team Lead experience

BPO experience

Healthcare CX

Remote work experience

Bilingual English/Spanish

Strong communication

Coaching

Tools

Microsoft Teams

Office 365

Job description

Resolv Global seeks an experienced Team Lead to manage a remote healthcare customer experience team for a US-based program. You will coach, monitor performance, and maintain a high standard of service in a fast-paced BPO environment.

Fluency in English and Spanish is required; US business hours align with this role. As a fully remote, contractor position in México, you will work with trainers and leadership to ensure smooth production transitions, with weekly payments and dedicated training