Bilingual Team Lead at Firstsource

Bilingual Team LeadAbout FirstsourceFirstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.Job Title: Team Lead Job Type: Full TimeFLSA Status: Non-Exempt/HourlyGrade: GFunction/Department: Health Plan and Healthcare ServicesReporting to: Supervisor/Manager - OperationsPay Range: TBDRole Description: The Team Lead plays a crucial role in ensuring the HPHS team operates efficiently and effectively, delivering exceptional service to our clients.Roles & Responsibilities Lead and mentor a team of professionals, ensuring they meet performance targets and objectives.Assist team members with daily tasks and resolve operational issues to ensure client needs are met promptly and effectively.Identify and recommend process improvements to enhance team efficiency, quality, and cost-effectiveness.Implement and maintain quality control measures to ensure that products and services meet or exceed industry standards and client expectations.Develop and maintain key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of team operations.Foster strong relationships with clients, address their concerns, and ensure high levels of satisfaction.Identify training needs and provide support for the professional growth of team members.Expected/Key ResultsExceed customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other relevant measures.Assist in meeting revenue targets by effectively managing login hours, staffing levels, and other critical factors.Assist in meeting team retention targets to ensure a stable and experienced workforce.Skilfully handle customer escalations to address concerns and provide timely resolutions.Ensure the team consistently meets the highest quality standards in their work.Provide coaching and mentoring to support the professional development and growth of team members.Ensure the availability of resources in line with scheduling requirements for efficient operations.Employee Satisfaction parameters for respective programs and processes, fostering a motivated and engaged team.Prioritize people engagement and development, including employee retention, professional growth, and succession planning within the team.QualificationsThe qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Top of FormEducationHigh school diploma or equivalent requiredTop of FormTop of FormWork ExperienceAt least 2 years of team experience, with a consistent track record of strong performanceCompetencies & SkillsStrong analytical, problem-solving, and decision-making skillsExcellent verbal and written communication, interpersonal, and leadership skillsFamiliarity with industry-specific technologies and toolsKnowledge of relevant industry regulations and complianceSpeak Spanish & EnglishAdditional QualificationsAbility to work flexible schedule based on client demandsAbility to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirementsAbility to pass the required pre-employment background investigation, including but not limited to, criminal history, work authorization verification and drug testWork EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position may work onsite or remotely from home.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law. Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.