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