Remote Team Lead, Healthcare CX

Resolv Global; Irapuato; Remote; MXN 151,000 - 164,000; Part time

Benefits offered by this job

Paid weekly?

Paid training

Remote from México

Job summary

Resolv Global in México is seeking an experienced Team Lead to join a growing, fully remote healthcare CX operation supporting a US program. This hands-on leader will coach and motivate a team, maintaining high standards across CX, productivity, quality, and daily performance.

The role requires fluent English and Spanish, comfort with US business hours, and a proven BPO background. It is an Independent Contractor position, fully remote from México with weekly payments and training provided.

Qualifications

• Leadership experience in a BPO/contact center environment.
• Healthcare/customer experience background is essential.
• Fully bilingual in English and Spanish.
• Remote work experience required.

Responsibilities

• Lead, support, coach, and motivate a team of customer experience representatives.
• Monitor day-to-day team performance and ensure productivity and quality.
• Provide coaching to improve individual and team performance.
• Support agents with escalations and challenging interactions.
• Maintain a customer-focused culture across the team.
• Monitor attendance, adherence, performance, and engagement.
• Identify performance gaps and implement improvement plans.
• Communicate updates and expectations clearly to the team.
• Collaborate with trainers during onboarding and production transition.
• Maintain professionalism and accountability in a fully remote setup.
• Adapt to changing processes and systems.

Skills

Team Leadership

Coaching

Customer Experience

BPO Experience

Remote Work

Bilingual EN/ES

Communication

Problem Solving

Tech Savvy

Organizational Skills

Attention to Detail

Tools

Microsoft Teams

Office 365

Job description

Resolv Global in México is seeking an experienced Team Lead to join a growing, fully remote healthcare CX operation supporting a US program. This hands-on leader will coach and motivate a team, maintaining high standards across CX, productivity, quality, and daily performance.

The role requires fluent English and Spanish, comfort with US business hours, and a proven BPO background. It is an Independent Contractor position, fully remote from México with weekly payments and training provided.