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 Un BPO™ - 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 : Gurugram
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 solid 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

📌 Team lead (Gurugram)
🏢 Firstsource
📍 Gurugram