Team Lead

Firstsource; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Firstsource Solutions Limited in Mumbai seeks a Team Lead to guide a CSAs team, ensuring operational efficiency, adherence to SLAs, and quality standards. The role emphasizes coaching, process compliance, and performance management within a high-volume BPO environment.

The position requires 12th pass or higher and 18–24 months of BPO VOICE team leadership exposure, with a preference for prior customer service experience.

Qualifications

• 12th pass or higher required.
• 18-24 months of recent BPO VOICE collections experience as a team leader on paper.
• Prior BPO customer service experience may be advantageous.

Responsibilities

• Lead a team of CSAs to achieve SLA, client targets, and quality metrics.
• Supervise daily activities, plan, coordinate, and organize to ensure courteous, accurate customer responses.
• Maintain day-to-day activity reports and use data to drive performance improvements.
• Handle escalations and resolve process-related queries and grievances.
• Coach and monitor team performance to improve output and efficiency.
• Assign work, schedule shifts, and manage breaks to ensure production hours are met.
• Foster retention and minimize attrition through engagement and development.
• Ensure policy compliance and adherence to client and Firstsource standards.

Skills

Communication

Technical reading

Math skills

Analytical thinking

Computing skills

Customer focus

Self-motivation

Time management

Education

12th pass

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.

Team Lead

Department/Group:

Operations

Business Unit

Hiring Location:

INDIA, MUMBAI, MALAD, PARADIGM B

Reporting To:

Operations Manager

Travel Required:

No

Job Summary

The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.

Key Responsibilities

• Leading a team of CSAs and motivate them to achieve team’s SLA (Client Targets & Quality Parameters).
• Floors walk regularly to supervise, coordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing.
• Maintains reports of day-to-day activities & uses the analysis to better Performance.
• Handles any escalations that an advisor is unable to handle, solves process related queries and handles grievances.
• Monitoring Team’s Performance and coaches them to enhance their performance.
• Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or break management, as necessary.
• Maintains Team Shrinkage.
• Organizes daily/weekly team meetings to update the associates on any process changes, quality issues, and team SLAs.
• Initiates and administers the recognition program for the team.
• Contributes towards Retention & Low Attrition numbers.
• Ensure schedule adherence and meet required production hours.
• Maintain compliance with Client and Firstsource, improve collection effectiveness, Customer Experience and Quality standards.
• Use and share performance data to improve team productivity and meet financial targets.
• Ensure compliance with internal policies, client standards, and applicable laws.
• Foster team development through continuous training, mentoring, and support.
• Monitor team KPIs and report regularly on performance to the Operations Manager.
• Lead disciplinary processes in line with company policy.
• Achieve or exceed targets related to attrition and employee retention.

Key Performance Indicators (KPIs)

• Ability to analyze and interpret operational data to inform decisions.
• Problem-solving: Define issues, collect data, and draw valid conclusions.
• Fulfillment of all assigned responsibilities and duties.

Reporting Structure

This position reports directly to the Operations Manager.

Education & Experience

• 12th pass and above
• 18-24 months of most recent BPO VOICE collections experience as a team leader on paper
• Prior BPO customer service experience might be an advantage

Skills & Abilities

• Strong verbal and written communication skills
• Ability to read and interpret technical documentation
• Basic math skills (percentages, ratios)
• Strong analytical and problem-solving skills
• Intermediate computer skills:
  • Microsoft Office
  • Windows and macOS
  • Comfortable working with tablets, smartphones, laptops, and desktops
• Professional, patient, and customer-focused demeanor
• Self-motivated and able to work independently in a WFO environment
• Time Management

Shifts

Shift Start Time 17:00 IST || Shift End Time 07:30 IST

MONDAY TO SATURDAY WORKING

ROTATIONAL SHIFTS

Offs

SPLIT OFFs

Need to work on Sat as per client requirement

Location

WFO
MALAD, Mumbai