Remote Team Lead: Healthcare Customer Experience (Bilingual)

Resolv Global; Mérida; Presencial; MXN 140.000 - 187.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote from México

Weekly pay

Paid training

Independent Contractor

Descripción de la vacante

Resolv Global is hiring experienced Team Leads for a fully remote healthcare customer experience operation supporting a US-based program. The role requires hands-on leadership, motivation, and the ability to maintain high standards in customer experience, productivity, quality, and day-to-day performance.

You must be fluent in English and Spanish, comfortable with US business hours, and ready to work as an Independent Contractor from México with a fully remote setup.

Formación

• Previous Team Lead, Supervisor, or similar leadership experience in a BPO/contact center environment.
• BPO experience is essential
• Healthcare/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 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

Leadership experience

BPO experience

Healthcare CX

Remote work experience

Bilingual English/Spanish

Strong communication

Coaching skills

Problem-solving

Tech-savvy

Organizational skills

Team-player

U.S. business hours

Descripción del empleo

Resolv Global is hiring experienced Team Leads for a fully remote healthcare customer experience operation supporting a US-based program. The role requires hands-on leadership, motivation, and the ability to maintain high standards in customer experience, productivity, quality, and day-to-day performance.

You must be fluent in English and Spanish, comfortable with US business hours, and ready to work as an Independent Contractor from México with a fully remote setup.