Remote Team Lead, Customer Experience & Operations

Firstsource; United States; Remote; USD 52,000 - 54,000; Full time

Job summary

FirstSource Healthcare is seeking a dynamic Team Lead for full-time work-from-home with a focus on operational excellence across service and hospitality environments. You will supervise a team of 12-20 associates, drive daily operations, and ensure exceptional guest experiences and efficient event management.

The role requires strong leadership, coaching, and analytical skills, with responsibilities spanning performance management, training, and cross-functional collaboration with HR and

Qualifications

• 1-2 years of supervisory experience or 3-4 years 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

Responsibilities

• Lead a team of 12-20 customer service associates to meet SLA and KPIs.
• Supervise and coordinate activities to ensure prompt, courteous responses.
• Coach team on calls and monitor quality scores.
• Organize training and weekly team meetings.
• Manage scheduling and overtime to minimize attrition.
• Collaborate with HR and administration on policies and inquiries.

Skills

Team management

Communication

Mentoring

Coaching

Analytical skills

Problem solving

MS Office

Excel

Planning

Overtime management

Cross-functional

Education

Undergraduate/Graduate degree

4-year college

Tools

MS Office

Excel

Job description

FirstSource Healthcare is seeking a dynamic Team Lead for full-time work-from-home with a focus on operational excellence across service and hospitality environments. You will supervise a team of 12-20 associates, drive daily operations, and ensure exceptional guest experiences and efficient event management.

The role requires strong leadership, coaching, and analytical skills, with responsibilities spanning performance management, training, and cross-functional collaboration with HR and