Team Lead

Firstsource; Hyderabad; On-site; INR 350,000 - 700,000; Full time

Job summary

Firstsource Solutions Limited, a global BPO leader, is hiring to lead a 12–20 member Customer Service team in US process operations. You will drive performance to meet client SLAs and KPIs, ensure quality standards, and coordinate daily activities with a focus on service excellence.

The role requires at least 2 years of team-handling experience in customer service or technical support, with strong communication and interpersonal skills.

Qualifications

• Min 2 years of experience in team handling in customer service and technical support.
• Experience leading teams of 12–20 to meet client SLAs and KPIs.
• Must ensure quality standards and process guidelines.

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
• 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
• 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
• 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

Skills

Communication Skills

Interpersonal skills

Education

Any Graduate

Job description

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.

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

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
• 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

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.