Company ProfileFirstsource 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.Job location : HyderabadPosition : Team Leader- Customer ServiceDivision : BPO, 5 days working for US Process and US shift timingsExperience : Min 2 years as Team handling experience in Customer Service and Technical SupportRole & ResponsibilitiesLead and manage a team of 12–20 Customer Service AssociatesMotivate team members to consistently achieve client-defined SLAs and KPIsEnsure strict adherence to quality standards and process guidelinesConduct regular floor walks to supervise, coordinate, and monitor team activitiesEnsure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controllingDemonstrate solid organizational, planning,



and analytical skillsUtilize basic arithmetic and statistical skills for data analysis and report generationApply effective problem-solving skills to address operational challengesKey Performance Indicators & Team ManagementHandle customer and process escalations unresolved by associatesResolve process-related queries and employee grievancesMonitor live calls/chats and provide real-time and structured feedbackConduct call listening and coaching sessions to improve team performanceCollaborate with the Quality team to review performance metrics and quality scoresPrioritize and assign workloads; manage shift schedules,breaks, and overtimeImplement corrective actions to resolve day-to-day operational issuesDevelop strategies to reduce attrition and absenteeismTraining, Engagement & CoordinationOrganize and facilitate training programs for skill and performance enhancementConduct pre-shift briefings and post-shift debriefingsLead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIsCoordinate with HR and Administration on policies, statutory compliance, and administrative mattersInitiate and manage Rewards & Recognition programsOrganize monthly team outings to promote team engagement and moraleRequired SkillsCommunication SkillsInterpersonal skillsProblem Solving skillsEligibility:Any Graduate⚠️ 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.Contact Details:Padmapriya [email protected]

📌 Team Lead (Telangana)
🏢 Firstsource
📍 Telangana