Remote Healthcare CX Team Lead (English/Spanish)

Resolv Global; San Luis Potosí; Presencial; MXN 140.000 - 164.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote from México

Paid weekly in arrears

Independent Contractor

Descripción de la vacante

Resolv Global in Mexico is seeking an experienced Team Lead to guide a growing healthcare customer experience operation supporting a US-based program. This hands-on leader will motivate a team, maintain high standards for customer experience, productivity, and quality while working remotely.

The role requires fluent English and Spanish, comfortable with US business hours, and the ability to coach, resolve escalations, monitor performance, and partner with trainers during onboarding.

Formación

• Team Lead or supervisor experience in a BPO/contact center environment.
• Healthcare/customer experience background is a plus.
• At least 1 year of remote work experience preferred.
• Fully bilingual in English and Spanish.

Responsabilidades

• Lead, support, coach, and motivate a team of customer experience representatives.
• Monitor day-to-day team performance and ensure productivity and quality targets are met.
• Provide coaching and feedback to improve individual and team performance.
• Support agents with escalations and challenging interactions.
• Maintain a strong customer-focused culture across the team.
• Monitor attendance, adherence, performance, and engagement.
• Communicate updates and expectations to the team.
• Collaborate with trainers during onboarding and transition to production.

Conocimientos

Team leadership

BPO experience

Quality coaching

Remote work

Communication (English)

Herramientas

Microsoft Teams/Office 365

Descripción del empleo

Resolv Global in Mexico is seeking an experienced Team Lead to guide a growing healthcare customer experience operation supporting a US-based program. This hands-on leader will motivate a team, maintain high standards for customer experience, productivity, and quality while working remotely.

The role requires fluent English and Spanish, comfortable with US business hours, and the ability to coach, resolve escalations, monitor performance, and partner with trainers during onboarding.