Remote Healthcare CX Team Lead - BPO Coaching

Resolv Global; Pachuca; Presencial; MXN 140.000 - 210.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote from México

Weekly payments

Paid training

Independent contractor status

Descripción de la vacante

Resolv Global is seeking an experienced Team Lead to join a growing, fully remote healthcare customer experience operation supporting a US-based program. You will mentor a team of CX representatives, monitor performance, and drive quality and productivity in a fast-paced BPO environment.

The role requires bilingual English and Spanish communication, comfort with US business hours, and independent contractor status.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Team leadership

BPO experience

Healthcare CX

Remote work experience

Bilingual English Spanish

Customer service

Descripción del empleo

Resolv Global is seeking an experienced Team Lead to join a growing, fully remote healthcare customer experience operation supporting a US-based program. You will mentor a team of CX representatives, monitor performance, and drive quality and productivity in a fast-paced BPO environment.

The role requires bilingual English and Spanish communication, comfort with US business hours, and independent contractor status.