Firstsource Solutions—Team Leader

Job description

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 ⚠️ 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.