Company Profile
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.

Job location : Hyderabad
Position : Team Leader- Customer Service
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 robust 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 an

📌 Team Lead (Hyderabad)
🏢 Firstsource
📍 Hyderabad