Job Description
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. Firstsource’s 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 : Hyderabad
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 12–20 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
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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
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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.