Team Lead

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job location : Gurugram

Position : Team Leader- Customer Service

Division : BPO, 5 days working for US Process and US shift timings

Experience : Min 2 years as Team handling experience in Customer Service and Technical Support

Role & Responsibilities

Lead and manage a team of 1220 Customer Service Associates

Motivate team members to consistently achieve client-defined SLAs and KPIs

Ensure strict adherence to quality standards and process guidelines

Conduct regular floor walks to supervise, coordinate, and monitor team activities

Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling

Demonstrate strong organizational, planning, and analytical skills

Utilize basic arithmetic and statistical skills for data analysis and report generation

Apply effective problem-solving skills to address operational challenges

Key Performance Indicators & Team Management

Handle customer and process escalations unresolved by associates

Resolve process-related queries and employee grievances

Monitor live calls/chats and provide real-time and structured feedback

Conduct call listening and coaching sessions to improve team performance

Collaborate with the Quality team to review performance metrics and quality scores

Conduct monthly and confirmation appraisals by the 7th of each month with documented feedback

Prioritize and assign workloads; manage shift schedules, breaks, and overtime

Implement corrective actions to resolve day-to-day operational issues

Develop strategies to reduce attrition and absenteeism

Training, Engagement & Coordination

Organize and facilitate training programs for skill and performance enhancement

Conduct pre-shift briefings and post-shift debriefings

Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs

Coordinate with HR and Administration on policies, statutory compliance, and administrative matters

Initiate and manage Rewards & Recognition programs

Organize monthly team outings to promote team engagement and morale

Required Skills

Communication Skills

Interpersonal skills

Problem Solving skills

Eligibility:

Any Graduate

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.