Job description: FirstSource Healthcare has immediate full time Work from Home positions available as Team Lead. We are seeking a dynamic and motivated Team Lead to join our vibrant team and drive operational excellence across our service and hospitality environments. In this pivotal role, you will inspire and manage a team of dedicated staff, ensuring seamless execution of daily operations, exceptional guest experiences, and efficient event management.
Key Responsibilities:
- Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
- Supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls/chat taken by the associates and provides them with feedback.
- Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
- Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Holds team briefing and de- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.
Required Skills:
- Strong organizational, planning and analytical skills.
- Basic arithmetic and statistical skills for analysis of data and generation of reports.
- Problem solving skills
- Good written and verbal communication skills & team management skills.
- Mentoring, motivating skills and Coaching skills
- Collaborative & consultative
- Socially confident
- Achievement oriented
- Creative
- Analytical
- Communicative
- Dental claims experience – added advantage
Required Qualifications
- Required: 1-2 years of supervisory experience or 3-4 years of experience as an associate.
- Excellent knowledge of MS Office and especially 'Excel'.
- Preferred: Min 1 year as Process leader/TE
- 2 years Undergraduate/Graduate of a 4 year college course
Competencies that will be Assessed:
- Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
- Influencing
- Managing Transformation – Ability to work and lead transformations in a dynamic environment
- Fostering partnerships with internal and external stakeholders Working across boundaries – collaborative working towards a “One Firstsource” identity
- Decision making and problem solving skills
- Driving Excellence
Working Environment This role may involve working with secure and confidential data, requiring adherence to strict data security and privacy standards. Some after-hours or weekend availability may be required during system maintenance, and month end operations.
We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law.
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