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Team Lead – Healthcare Customer Service
Resolv Global. Lead, support, coach, and motivate a team of customer experience representatives .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in a remote environment, with a focus on enhancing customer experience in the healthcare sector. Proficient in managing team performance, communication, and operational updates while fostering a customer-centric culture.
Highest-signal resume keywords
BPO ExperienceHealthcare Customer ExperienceTeam LeadershipBilingual in English and SpanishStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Experience ManagementPerformance MonitoringCoaching and FeedbackProblem-SolvingOrganizational Skills
Soft Skills
Team Player MentalityAdaptabilityAttention to Detail
Tools & Technologies
Microsoft TeamsOffice 365Windows 11 PCWebcamWired USB Headset
Industry Keywords
Contact CenterRemote WorkCustomer EscalationsHealthcare OperationsU.S. Business Hours
About the role
Key responsibilities & impact- 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 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 to changing processes, systems, and business requirements
- Support a growing healthcare customer experience operation for a US-based program
Requirements
What you’ll need- 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
- Windows 11 PC (Mac not supported)
- 16 GB RAM
- Dual monitors
- Webcam and wired USB headset
- i5 processor or higher
- Fibre internet with a wired Ethernet connection
- Microsoft Teams / Office 365
- Must be a Mexican national currently residing in México
- Must complete all hiring process stages
- English resume required
- Must complete background check
Benefits
Comp & perks- Paid weekly in arrears
- Paid training
- Fully remote work
- Backup power solution requirement for remote setup