Job Description

Company Profile

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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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Job location : Hyderabad

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Position : Team Leader- Customer Service

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Division : BPO, 5 days working for US Process and US shift timings

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Experience : Min 2 years as Team handling experience in Customer Service and Technical Support

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Role & Responsibilities

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- Lead and manage a team of 12–20 Customer Service Associates
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- Motivate team members to consistently achieve client-defined SLAs and KPIs
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- Ensure strict adherence to quality standards and process guidelines
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- Conduct regular floor walks to supervise, coordinate, and monitor team activities
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- Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
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- Demonstrate robust organizational, planning, and analytical skills
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- Utilize basic arithmetic and statistical skills for data analysis and report generation
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- Apply effective problem-solving skills to address operational challenges
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Key Performance Indicators & Team Management

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- Handle customer and process escalations unresolved by associates
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- Resolve process-related queries and employee grievances
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- Monitor live calls/chats and provide real-time and structured feedback
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- Conduct call listening and coaching sessions to improve team performance
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- Collaborate with the Quality team to review performance metrics and quality scores
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- Prioritize and assign workloads; manage shift schedules, breaks, and overtime
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- Implement corrective actions to resolve day-to-day operational issues
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- Develop strategies to reduce attrition and absenteeism
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Training, Engagement & Coordination

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- Organize and facilitate training programs for skill and performance enhancement
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- Conduct pre-shift briefings and post-shift debriefings
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- Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs
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- Coordinate with HR and Administration on policies, statutory compliance, and administrative matters
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- Initiate and manage Rewards & Recognition programs
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- Organize monthly team outings to promote team engagement and morale
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Required Skills

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- Communication Skills
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- Interpersonal skills
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- Problem Solving skills
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Eligibility:

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Any Graduate

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⚠️ 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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Contact Details:

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Padmapriya Shekar

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[email protected]

📌 Team Lead (Hyderabad)
🏢 Firstsource
📍 Hyderabad