远程团队领导
Team Leader (Remote, Remote, US)
职位描述：FirstSource Healthcare 现有全职远程办公岗位，职位为团队主管。我们正在寻找一位充满活力且积极进取的团队主管加入我们充满活力的团队，在我们的服务和接待环境中推动运营卓越。在这个关键角色中，您将激励和管理一支敬业的员工队伍，确保日常运营的无缝执行、卓越的客户体验和高效的活动管理。
主要职责：
- 领导12-20名客户服务代表，激励他们达成团队的SLA。始终保持符合客户设定的所有KPI和SLA，并严格遵守质量参数。
- 监督、协调并监控客户服务代表的活动，以确保对客户的及时、礼貌和准确回应；通过有效的计划、领导、控制和组织实现高效和高质量的运营。
- 处理代表无法处理的升级问题，解决流程相关的问题并处理投诉。
- 听取电话并指导团队以提升绩效。
- 监听代表的电话/聊天记录，并向其提供反馈。
- 与质量团队互动，获取团队绩效和团队质量评分的反馈。
- 每月7日前完成所有代表的月度和确认评估，并提供反馈。
- 为代表分配工作并优先处理日常工作中出现的问题，包括排班或调整加班需求、必要时进行休息管理。制定策略以减少人员流失和缺勤。
- 组织代表的培训项目。
- 与其他部门如人力资源和行政部互动，建立并维护有效的关系，解决与政策、法定合规和行政要求相关的问题和咨询。
- 在每班次开始前和结束后召开团队简报和收尾会议。
- 组织每周团队会议，向代表更新流程变化、质量问题以及团队的SLA和KPI。
- 发起并管理团队的奖励和认可计划。
- 协调代表和团队成员，组织每月的团队外出活动。
所需技能：
- 强大的组织、规划和分析能力。
- 基础的数学和统计技能，用于数据分析和报告生成。
查看英文原文
Job description: 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 each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.
Required Skills:
- Strong organizational, planning and analytical skills.
- Basic arithmetic and statistical skills for analysis of data and generation of reports.
- Problem solving skills
- Good written and verbal communication skills & team management skills.
- Mentoring, motivating skills and Coaching skills
- Collaborative & consultative
- Socially confident
- Achievement oriented
- Creative
- Analytical
- Communicative
- Dental claims experience – added advantage
Required Qualifications
- Required: 1-2 years of supervisory experience or 3-4 years of experience 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
Competencies that will be Assessed:
- Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
- Influencing
- Managing Transformation – Ability to work and lead transformations in a dynamic environment
- Fostering partnerships with internal and external stakeholders Working across boundaries – collaborative working towards a “One Firstsource” identity
- Decision making and problem solving skills
- Driving Excellence
Working Environment This role may involve working with secure and confidential data, requiring adherence to strict data security and privacy standards. Some after-hours or weekend availability may be required during system maintenance, and month end operations.
We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law.
Originally posted on Himalayas