Team Lead

About Sourcepoint

Sourcepoint, a Firstsource company, is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Summary

Sourcepoint Team Leaders drive and direct the performance and behaviors of his or her team. The Team Leader develops Customer Care Agents, creates and maintains an environment of open communication, and leads by example. Forges solid relationships and empowers team members, laying the foundation for a high performing team. Oversee the daily workflow of the customer care team members.  Resolve workflow problems. 

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements 
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities 
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment 
• Manage a fast-paced diverse team whose responsibility is to deliver to agreed Call Center service levels consistently – Abandon rate, Average Handle Time and Customer Service / Quality Scores.  
• Provides leadership, structure and accountability within the team to organize, execute and complete specific objectives. 
• Attain a monthly production target of 100% 
• Ensure all timelines are met in executing all request and projects 
• Quality of Work is near or at 100% 
• Maintain attendance and timecard records of all the team members
• Evaluate and develop staff by coaching, training, and mentoring employees to meet and exceed expectations, utilizing Situational Leadership training skills with motivation and professionalism, which will effectively produce desired results 
• Time management skills, delegate as necessary, to ensure quality of service and maximization of resources are being utilized to the fullest capacity enabling the Team to meet tight deadlines and objectives 
• Meets short- and long-term goals by identifying workflow enhancements to improve production and efficiency levels 
• Partners with other Team Leaders, Supervisors and Manager in the prioritization and distribution of daily work 
• Provides, a minimum of monthly, positive success & growth feedback to Team relative to meeting team and individual goals 
• Understand and assist all staff with processes as needed 
• Review and confirm the accuracy of the staff’s processing (Quality Control Review) 
• Ability to communicate effectively (both verbal and written communication) with multiple internal and external stakeholders 

Qualifications Required:

• High School diploma, preferably some college
• Fluent bilingual Spanish/English
• One year of experience in mortgage, finance or related industry preferred
• 1-3 years of experience in customer service within a Call Center environment required
• Minimum of 2 years of SME or Team Lead experience   
• Has an overall understanding of the work environment and process, with an intermediate knowledge of the organization and an intermediate level of technical skills required to complete assignments
• Ability to recognize poor quality work or processes and collaborate with people to improve their work output
• Ability to describe how to improve work to staff members and recognize good work
• Organized and attentive to detail

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.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.