Team Lead - Call Center

Team Lead – Call Center

Location: On-site.

Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Position Objective

We are seeking a skillful Team Lead oversees a team of agents handling patient inquiries, billing support, payment plans, and collections activities, ensuring high-quality service, compliance, and performance in a healthcare financing environment.

Key Responsibilities

• Support escalations related to: Payment disputes, delinquent accounts and account adjustments
• Monitor call queues, productivity, and service levels
• Provide real-time coaching and daily feedback
• Ensure agents deliver empathetic, patient-focused service
• Support the onboarding and training process of new hires.
• Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
• Identify, analyze, and report trends and areas of opportunity within Operations.
• Serve as backup support and execute action plans aimed at operational improvement.

Requirements

• 1-2+ years’ experience working with customer service, collections or financial accounts.
• 1+ year experience in a leadership role.
• Strong organizational skills.
• Effective people management and communication skills.
• Schedule: Availability required

What We Offer

• Growth: A great work environment that fosters professional development.
• Wellness: On-site clinic access.
• Security: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.