Remote Team Lead – Guest Experience & Operations

Firstsource; Northern (KY); Hybrid; USD 52,000 - 54,000; Full time

Benefits offered by this job

Comprehensive Benefit package

Paid time off

Job summary

FirstSource Healthcare is seeking a dynamic Team Lead for full-time work-from-home to drive operational excellence across service and hospitality environments. You will inspire and manage a team of staff, ensuring seamless daily operations, exceptional guest experiences, and efficient event management.

You will supervise 12–20 associates, monitor KPIs/SLA, coach on calls, coordinate training, and collaborate with HR.

Qualifications

• 1–2 years of supervisory experience or 3–4 years as an associate.
• Proficient in MS Office, especially Excel.
• Bachelor’s degree or 2 years of undergraduate/graduate study in a 4-year college.

Responsibilities

• Lead a team of 12–20 customer service associates and meet KPI/SLA targets.
• Supervise, coordinate and monitor daily operations and staffing.
• Handle escalations, resolve process issues and address grievances.
• Coach the team on calls and monitor performance metrics.
• Provide feedback based on call/chat monitoring and quality scores.
• Collaborate with HR and administration on policies and compliance.
• Conduct monthly and quarterly appraisals and provide feedback.
• Schedule, assign work and manage overtime to minimize attrition.
• Organize training programs and weekly team meetings.
• Organize monthly team outings and rewards programs.

Skills

Team management

Coaching

Analytical skills

Communication

Problem solving

Organizational skill

Attendance & scheduling

Mentoring

Quality awareness

LMS/Call monitoring

Education

Undergraduate/Graduate (4-year college)

Tools

MS Excel

Job description

FirstSource Healthcare is seeking a dynamic Team Lead for full-time work-from-home to drive operational excellence across service and hospitality environments. You will inspire and manage a team of staff, ensuring seamless daily operations, exceptional guest experiences, and efficient event management.

You will supervise 12–20 associates, monitor KPIs/SLA, coach on calls, coordinate training, and collaborate with HR.