Job Description

Bilingual Team Lead

About Firstsource 

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Team Lead

Job Type: Full Time

FLSA Status: Non-Exempt/Hourly

Grade: G

Function/Department: Health Plan and Healthcare Services

Reporting to: Supervisor/Manager - Operations

Pay Range: TBD

Role Description:   The Team Lead plays a crucial role in ensuring the HPHS team operates efficiently and effectively, delivering exceptional service to our clients.

Roles & Responsibilities

• Lead and mentor a team of professionals, ensuring they meet performance targets and objectives.
• Assist team members with daily tasks and resolve operational issues to ensure client needs are met promptly and effectively.
• Identify and recommend process improvements to enhance team efficiency, quality, and cost-effectiveness.
• Implement and maintain quality control measures to ensure that products and services meet or exceed industry standards and client expectations.
• Develop and maintain key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of team operations.
• Foster strong relationships with clients, address their concerns, and ensure high levels of satisfaction.
• Identify training needs and provide support for the professional growth of team members.

Expected/Key Results

• Exceed customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other relevant measures.
• Assist in meeting revenue targets by effectively managing login hours, staffing levels, and other critical factors.
• Assist in meeting team retention targets to ensure a stable and experienced workforce.
• Skilfully handle customer escalations to address concerns and provide timely resolutions.
• Ensure the team consistently meets the highest quality standards in their work.
• Provide coaching and mentoring to support the professional development and growth of team members.
• Ensure the availability of resources in line with scheduling requirements for efficient operations.
• Employee Satisfaction parameters for respective programs and processes, fostering a motivated and engaged team.
• Prioritize people engagement and development, including employee retention, professional growth, and succession planning within the team.

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Top of Form Education

• High school diploma or equivalent required

Top of Form

Top of Form Work Experience

• At least 2 years of team experience, with a consistent track record of strong performance

Competencies & Skills

• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal and written communication, interpersonal, and leadership skills
• Familiarity with industry-specific technologies and tools
• Knowledge of relevant industry regulations and compliance
• Speak Spanish & English

Additional Qualifications

• Ability to work flexible schedule based on client demands
• Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements
• Ability to pass the required pre-employment background investigation, including but not limited to, criminal history, work authorization verification and drug test

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may work onsite or remotely from home. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device.  Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.

Firstsource is an Equal Employment Opportunity employer.  All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law. 

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.

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