If you’re the kind of leader who can coach a team, calm an escalation, and still hit the numbers, this role is for you. You’ll drive performance, quality, and people development for health plan and healthcare services programs in a client-facing environment.
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 meet performance targets and daily objectives
• Support team members with daily work, remove blockers, and resolve operational issues fast
• Handle customer escalations with skill and timely resolution
• Track, build, and report KPIs tied to team efficiency and effectiveness
• Implement quality control measures to meet or exceed client expectations
• Identify process improvements to increase efficiency, quality, and cost-effectiveness
• Build strong client relationships, address concerns, and protect satisfaction
• Spot training needs and coach team members for growth, retention, and succession planning
• Help manage staffing coverage, login hours, and resource availability to support revenue goals
• Drive customer experience metrics (CSAT, NPS, and related measures)
What You Need
• High school diploma or equivalent
• 2+ years of team leadership experience with a consistent track record of strong performance
• Strong analytical thinking, problem-solving, and decision-making skills
• Excellent written and verbal communication and people leadership ability
• 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 real ownership of performance, quality, and team development
• Opportunity to grow within healthcare operations and client-facing program delivery
Leadership roles like this get real competitive when they’re remote-eligible.
If you’re ready to lead from the front and build a team that hits goals without burning out, get your application in.
Happy Hunting,
~Two Chicks…