Job DescriptionCompany Profile
nFirstsource 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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nJob location : Hyderabad
nPosition : Team Leader- Customer Service
nDivision : BPO, 5 days working for US Process and US shift timings
nExperience :



Min 2 years as Team handling experience in Customer Service and Technical Support
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nRole & Responsibilities
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- Lead and manage a team of 12–20 Customer Service Associatesn
- Motivate team members to consistently achieve client-defined SLAs and KPIsn
- Ensure strict adherence to quality standards and process guidelinesn
- Conduct regular floor walks to supervise, coordinate, and monitor team activitiesn
- Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controllingn
- Demonstrate robust organizational, planning, and analytical skillsn
- Utilize basic arithmetic and statistical skills for data analysis and report generationn
- Apply effective problem-solving skills to address operational challengesn

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nKey Performance Indicators & Team Management
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- Handle customer and process escalations unresolved by a

📌 Team Lead (Hyderabad)
🏢 Firstsource
📍 Hyderabad