Company Profile /n 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. /n /n /n Job location : Hyderabad /n Position : Team Leader- Customer Service /n Division : BPO, 5 days working for US Process and US shift timings /n Experience : Min 2 years as Team handling experience in Customer Service and Technical Support /n /n Role &

Responsibilities /n /n

- Lead and manage a team of 12–20 Customer Service Associates

/n

- Motivate team members to consistently achieve client-defined SLAs and KPIs

/n

- Ensure strict adherence to quality standards and process guidelines

/n

- Conduct regular floor walks to supervise, coordinate, and monitor team activities

/n

- Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling

/n

- Demonstrate solid organizational, planning, and analytical skills

/n





- Utilize basic arithmetic and statistical skills for data analysis and report generation

/n

- Apply effective problem-solving skills to address operational challenges

/n /n /n Key Performance Indicators & Team Management /n /n

- Handle customer and process escalations unresolved by associates

/n

- Resolve process-related queries and employee grievances

/n

- Monitor live calls/chats and provide real-time and structured feedback

/n

- Conduct call listening and coaching sessions to improve team performance

/n

- Collaborate with the Quality team to review performance metrics and quality scores

/n

- Prioritize and assign workloads; manage shift schedules, breaks, and overtime

/n

- Implement corrective actions to resolve day-to-day operational issues

/n

- Develop strategies to reduce attrition and absenteeism

/n /n /n Training, Engagement & Coordination /n /n

- Organize and facilitate training programs for skill and performance enhancement

/n

- Conduct pre-shift briefings and post-shift debriefings

/n

- Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs

/n

- Coordinate with HR and Administration on policies, statutory compliance, and administrative matters

/n

- Initiate and manage Rewards & Recognition programs

/n

- Organize monthly team outings to promote team engagement and morale

/n /n Required Skills /n /n

- Communication Skills

/n

- Interpersonal skills

/n

- Problem Solving skills

/n /n /n Eligibility: /n Any Graduate /n /n /n ⚠️ 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. /n /n Contact Details: /n Padmapriya Shekar /n [email protected]

📌 Team Lead (Hyderabad)
🏢 Firstsource
📍 Hyderabad