Lead in two languages and one mission: keep the team sharp, the clients happy, and the metrics moving. If you can coach people, manage escalations, and run a tight operation in English and Spanish, this role gives you real ownership.
About Firstsource
Firstsource Solutions provides Business Process Management services that help companies improve efficiency, insight, and outcomes. They support 100+ leading brands with global delivery across the US, UK, Philippines, India, and Mexico, serving industries like Healthcare, Telecommunications and Media, and Banking/Financial Services/Insurance.
Schedule
• Full-time
• Remote eligible (this position may work onsite or remotely from home)
• Flexibility required based on client demands
• Hourly (Non-Exempt); pay range listed as TBD
What You’ll Do
• Lead and mentor a team to hit performance targets and daily objectives
• Support day-to-day operations by resolving issues quickly and removing blockers
• Drive process improvements to increase efficiency, quality, and cost-effectiveness
• Implement and maintain quality control standards that meet or exceed client expectations
• Build and track KPIs, then report on performance and operational health
• Manage escalations and ensure timely, professional resolutions
• Strengthen client relationships, address concerns, and protect satisfaction
• Identify training needs and coach team members for growth and long-term retention
• Support staffing coverage and resource availability to keep operations running smoothly
• Push customer experience metrics forward (CSAT, NPS, and related measures)
What You Need
• High school diploma or equivalent
• 2+ years of team leadership experience with strong performance results
• Bilingual: Spanish and English (spoken and written)
• Strong analytical thinking, problem-solving, and decision-making skills
• Excellent communication, interpersonal, and leadership skills
• Comfort with industry tools/technology and awareness of regulations/compliance
• Ability to work a flexible schedule based on client needs
• Ability to use 2-factor authentication app(s) on a personal device (as required)
• Ability to pass pre-employment screening (background check, work authorization verification, drug test)
Benefits
• Remote eligibility (work from home option)
• Leadership role with direct impact on performance, quality, and team development
• Exposure to client-facing healthcare operations with growth potential
Remote-eligible leadership roles that require bilingual fluency don’t stay open long.
If you can lead people, protect the numbers, and keep the culture solid, get your application in.
Happy Hunting,
~Two Chicks…