About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Team Leader

Business Unit: International process

Shifts: 24/7 rotational shifts with rotational week-offs, where the candidate will primarily be aligned to US shifts.

Experience:1+ yrs BPS Team leader on papers,

Education / Qualifications: UG/Graduate

Responsibilities

Operational




- Leads a team of 15- 20 customer service associates and motivates them to achieve the KRA Targets.
- Vice process
- Oversees effective resource allocation to meet both productivity and quality metrics
- Documents issues as needed and ensures adherence to policy and procedures
- Manages process, resources, and system applications
- Follow standard practices and business procedures.
- Performs ad hoc data analysis and participates on various process improvement as needed.
- Validation and QA/QC Perform validation checks for operational processes and data inputs/outputs.
- Responsible for complying the internal quality standard.
- Perform functions as directed by the immediate superior and project lead.

Key Performance Indicators
- Monitors the Emails/chat taken by the associates and provides them feedback.
- Take weekly, monthly Tickets as per KRAs.
- Interacts with the quality team to seek feedback on the teams performance and team quality scores.
- Conducts weekly, month

📌 Team Leader (Hyderabad)
🏢 Firstsource
📍 Hyderabad