Job Description Company Profile
n 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.
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n Job location : Hyderabad
n Position : Team Leader- Customer Service
n Division : BPO, 5 days working for US Process and US shift timings
n Experience : Min 2 years as Team handling experience in Customer Service and Technical Support
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n Role & Responsibilities
n n Lead and manage a team of 12–20 Customer Service Associates
n Motivate team members to consistently achieve client-defined SLAs and KPIs
n Ensure strict adherence to quality standards and process guidelines
n Conduct regular floor walks to supervise, coordinate, and monitor team activities
n Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
n Demonstrate solid organizational, planning, and analytical skills




n Utilize basic arithmetic and statistical skills for data analysis and report generation
n Apply effective problem-solving skills to address operational challenges
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n Key Performance Indicators & Team Management
n n Handle customer and process escalations unresolved by associates
n Resolve process-related queries and employee grievances
n Monitor live calls/chats and provide real-time and structured feedback
n Conduct call listening and coaching sessions to improve team performance
n Collaborate with the Quality team to review performance metrics and quality scores
n Prioritize and assign workloads; manage shift schedules, breaks, and overtime
n Implement corrective actions to resolve day-to-day operational issues
n Develop strategies to reduce attrition and absenteeism
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n Training, Engagement & Coordination
n n Organize and facilitate training programs for skill and performance enhancement
n Conduct pre-shift briefings and post-shift debriefings
n Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs
n Coordinate with HR and Administration on policies, statutory compliance, and administrative matters
n Initiate and manage Rewards & Recognition programs
n Organize monthly team outings to promote team engagement and morale
n n Required Skills
n n Communication Skills
n Interpersonal skills
n Problem Solving skills
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n Eligibility:
n Any Graduate
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n ⚠️ 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.
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n Contact Details:
n Padmapriya Shekar
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📌 Team Lead (Hyderabad)
🏢 Firstsource
📍 Hyderabad