Team Leader

Firstsource Healthcare; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Firstsource Healthcare in Mumbai, Malad is seeking a Team Lead to guide a group of CSAs, ensuring adherence to SLAs, quality standards, and client requirements. You will develop the team, monitor KPIs, and handle escalations while maintaining strong customer focus.

The role requires 12th pass with 18–24 months in BPO VOICE collections as a team leader. Prior customer service experience could be an advantage, with shift-based WFO operations.

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 and quality targets.
• Supervise floor to ensure prompt, courteous customer responses.
• Maintain day-to-day activity reports and analyze performance.
• Handle escalations and resolve process-related queries.
• Coach team to improve performance and retention.
• Schedule and assign work, manage breaks and shrinkage.
• Organize regular team meetings and recognition programs.
• Ensure compliance with client and Firstsource policies.

Skills

Communication skills

Technical reading

Math skills

Analytical thinking

MS Office

Windows/macOS

Customer-focused

Self-motivation

Time management

Education

12th pass and above

18-24 months BPO VOICE team lead experience

Customer service experience advantageous

Job description

Location: Mumbai, IN

Description:

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.

• All H1, H and G grade employees can apply. It will be a lateral movement for G grade employees and vertical movement for H1 & H grade employees.
• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st of Sept 2026
• Performance rating of CME or above in the last 6 months with no monthly BE rating.
• No documented disciplinary issues/PIP in the last 6 months.
• No Attendance Issues in the past year.
• No leave request in the coming 3 months.
• Current Voice experience mandatory.

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 andqualitative 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 theOperations 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

Important Note

• Probation will be 6 months from client certification & accreditation date.
• All applicants must keep their immediate supervisors informed before applying for the position.
• Promotion to the grade will be based on individual performance, alignment with business requirements & completion of all BGV Checks, client certification & accreditation.
• In case the candidate does not clear client certification/accreditation, the employee will be sent back to the previous role and process he/she came from.
• No grade or CTC change for lateral movement.
• Once a candidate is selected for an IMP & joins the new role, they will not be considered or released for any alternate IMP opportunity until completion of probation or 6 months whichever is later.
• The selected candidates must be released with immediate effect from the date of the announcement of the results.