Remote Team Lead – Healthcare Customer Experience

Resolv Global; León; Presencial; MXN 140.000 - 186.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Remote role in México

Weekly pay

Paid training

Independent Contractor arrangement

Descripción de la vacante

Resolv Global seeks experienced Team Leads to join a fully remote healthcare customer experience operation supporting a US-based program. You will lead a CX team, coach for performance, manage escalations, and uphold high standards in quality and productivity while working U.S. business hours.

The role requires bilingual English/Spanish communication, prior BPO leadership, and healthcare CX experience. Independent Contractor arrangement with remote work from Mexico.

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
• Fully bilingual in English and Spanish
• Excellent spoken and written English
• Strong communication, coaching, and problem-solving skills

Responsabilidades

• 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
• Work closely with trainers and other leadership 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

Descripción del empleo

Resolv Global seeks experienced Team Leads to join a fully remote healthcare customer experience operation supporting a US-based program. You will lead a CX team, coach for performance, manage escalations, and uphold high standards in quality and productivity while working U.S. business hours.

The role requires bilingual English/Spanish communication, prior BPO leadership, and healthcare CX experience. Independent Contractor arrangement with remote work from Mexico.