Lead the frontline of healthcare support without leaving your house. This bilingual Team Lead role lets you coach a remote team, solve real problems for health plan members, and grow your leadership career with a global business process management company.
About Firstsource
Firstsource is a global Business Process Management (BPM) company supporting 100+ leading brands across Healthcare, Telecom & Media, and Banking/Financial Services. They specialize in optimizing customer operations with data-driven, tech-enabled solutions. As a Bilingual Team Lead in their Health Plan and Healthcare Services function, you’ll help drive outcomes that directly impact patient and member experience.
Schedule
- Full-time, remote role (onsite or WFH depending on business needs)
- Non-exempt / hourly position
- Must be able to work a flexible schedule based on client demands (evenings or weekends may be required)
What You’ll Do
- Lead, mentor, and support a team of professionals to hit performance, quality, and service goals
- Help team members with day-to-day tasks, questions, and escalations to ensure client needs are handled quickly and accurately
- Monitor operations and identify process improvements that enhance efficiency, quality, and cost-effectiveness
- Implement and maintain quality control standards so deliverables meet or exceed client expectations
- Track, analyze, and report on KPIs (NPS, CSAT, productivity, quality, retention, etc.)
- Build strong relationships with clients, address concerns, and support a high level of satisfaction
- Manage staffing and availability in line with scheduling requirements to keep service levels strong
- Coach and develop team members, identify training needs, and support their professional growth
- Support people engagement, retention, and succession planning within the team
What You Need
- High school diploma or equivalent required
- At least 2 years of team experience with a strong performance track record
- Bilingual: fluent in Spanish and English (spoken and written)
- Strong analytical, problem-solving, and decision-making skills
- Excellent verbal and written communication, interpersonal, and leadership skills
- Familiarity with industry-specific tools/technologies and healthcare/health plan environments is a plus
- Knowledge of relevant industry regulations and compliance standards
- Ability to work a flexible schedule based on client requirements
- Ability to download and use 2-factor authentication apps on your personal device (per company/client requirements)
- Ability to pass a pre-employment background investigation (criminal history, work authorization, drug test as applicable)
- Comfortable working in a remote or hybrid office setting, sitting for prolonged periods, and occasionally lifting up to 25 lbs
Benefits
- Pay range: TBD by employer based on experience and location
- Eligible for full-time employee benefits as offered by Firstsource (details provided during hiring process)
- Opportunities for growth, advancement, and increased responsibility within Operations and leadership
- Work with global brands in a stable, established organization
Roles like this that blend bilingual skills + leadership + remote flexibility tend to move fast, so don’t overthink it.
Happy Hunting,
~Two Chicks…