Join our growing healthcare contact center team! We are looking for an experienced Team Lead to oversee a team of customer service representatives supporting patient scheduling and patient access services for U.S. healthcare clients.

Key Responsibilities

- Lead, coach, and develop a team of contact center representatives.
- Monitor performance metrics, including quality, productivity, attendance, schedule adherence, and customer experience.
- Provide ongoing coaching and feedback to improve service delivery and scheduling accuracy.
- Support escalated customer interactions and complex scheduling cases.
- Ensure compliance with HIPAA, client policies, and operational procedures.
- Partner with Quality, Training, Workforce Management, and Operations teams to drive continuous improvement initiatives.




- Monitor service levels and operational KPIs to achieve business objectives.

Qualifications

- 5+ years of experience in Contact Center, Customer Service, Healthcare, Patient Access, or BPO environments.
- Previous leadership or team management experience preferred.
- Experience with patient scheduling or healthcare operations is a plus.
- Knowledge of EHR/scheduling systems.
- Strong communication, coaching, problem-solving, and analytical skills.
- Advanced English proficiency required.

What We're Looking For A customer-focused leader with strong people management skills, a passion for developing teams, and the ability to deliver high-quality service in a fast-paced healthcare environment.

📌 Team Leader (Guadalajara)
🏢 Empresa Confidencial
📍 Guadalajara