Remote Team Lead - Customer Experience & Operations

Firstsource; Louisville (KY); Remote; USD 52,000 - 54,000; Full time

Benefits offered by this job

Bonus incentive

Comprehensive benefits

Paid time off

Job summary

FirstSource Healthcare is hiring a Team Lead for full-time work-from-home operations across our service and hospitality environments. You will inspire and manage a team of customer service associates to deliver consistent, high-quality guest experiences and manage daily operations.

You will monitor KPI/SLA performance, coach staff, handle escalations, coordinate with HR and admin, and organize training, shifts, and team meetings to ensure efficient, compliant service delivery and strong team

Qualifications

• Strong supervisory abilities and leadership in a fast-paced environment.
• Experience overseeing customer service teams and achieving SLA/KPI targets.
• Proficiency in MS Office, especially Excel.

Responsibilities

• Leads a team of 12-20 customer service associates and motivates them to achieve SLA/KPI targets.
• Supervise, coordinate, and monitor activities to ensure courteous, accurate customer responses and efficient operations.
• Handle escalations, coach staff, and provide feedback to improve performance.
• Organize training, shift planning, and weekly team meetings.
• Collaborate with HR/administration on policies and compliance.

Skills

Strong organizational skills

Planning

Analytical skills

Communication skills

Mentoring

Coaching

Team management

MS Office

Excel

Dental claims experience

Education

2 years undergraduate/graduate of a 4-year college course

Tools

MS Office

Excel

Job description

FirstSource Healthcare is hiring a Team Lead for full-time work-from-home operations across our service and hospitality environments. You will inspire and manage a team of customer service associates to deliver consistent, high-quality guest experiences and manage daily operations.

You will monitor KPI/SLA performance, coach staff, handle escalations, coordinate with HR and admin, and organize training, shifts, and team meetings to ensure efficient, compliant service delivery and strong team