Team Lead

Firstsource Healthcare; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Firstsource Solutions Limited is seeking a Team Lead in Mumbai to guide a BPO VOICE collections team. You will ensure SLA targets, monitor performance, and drive adherence to client standards in a WFO environment.

You will develop staff, coach performance, handle escalations, and optimize processes to achieve quality outcomes and retention goals.

Qualifications

• 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.

Responsibilities

• Lead a team of CSAs to achieve SLA targets and client quality metrics.
• Supervise floor activities to ensure prompt and courteous customer interactions.
• Maintain day-to-day activity reports and analyze performance data.
• Handle escalations and resolve process-related queries and grievances.
• Coach the team to improve performance and adherence.
• Assign work and manage shifts, breaks, and schedule adherence.
• Monitor shrinkage and conduct regular team meetings.
• Support retention efforts and high attrition reduction.
• Ensure compliance with policies and client standards.
• Drive training, mentoring, and development for the team.

Skills

Communication skills

Analytical skills

Problem solving

MS Office

Team leadership

WFO experience

Education

12th pass and above

Tools

MS Office

Job description

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Date: Oct 6, 2026

Location: Mumbai, IN

Requisition ID: 24198

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