Team Leader (Remote, Remote, US)

: 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 e