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. Firstsources 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 Summary The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.

Key Responsibilities

- Leading a team of CSAs and motivate them to achieve teams SLA (Client Targets & Quality Parameters).
- Floors walk regularly to supervise, coordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers; ensure an efficient andqualitative operation through effective planning, leading, controlling, and organizing.




- Maintains reports of day-to-day activities & uses the analysis to better Performance.
- Handles any escalations that an advisor is unable to handle, solves process related queries and handles grievances.
- Monitoring Teams Performance and coaches them to enhance their performance.
- Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or break management, as necessary.
- Maintains Team Shrinkage.
- Organizes daily/weekly team meetings to update the associates on any process changes, quality issues, and team SLAs.
- Initiates and administers the recognition program for the team.
- Contributes towards Retention & Low Attrition numbers.
- Ensure schedule adherence and meet required production hours.
- Maintain compliance with Client and Firstsource, improve collection effectiveness, Customer Experience and Quality standards.
- Use and share performance data to improve team productivity and meet financial targets.
- Ensure compliance with internal policies, client standards, and applicable laws.
- Foster team development through continuous training, mentoring, and support.




- Monitor team KPIs and report regularly on performance to the Operations Manager.
- Lead disciplinary processes in line with company policy.
- Achieve or exceed targets related to attrition and employee retention.

Key Performance Indicators (KPIs)

- Ability to analyze and interpret operational data to inform decisions.
- Problem-solving: Define issues, collect data, and draw valid conclusions.
- Fulfillment of all assigned responsibilities and duties.

Reporting Structure This position reports directly to theOperations Manager.

Education & Experience

- 12th pass and above
- 18-24 months of most recent BPO VOICE collections experience as a team leader on paper
- Prior BPO customer service experience might be an advantage

Skills & Abilities

- Robust verbal and written communication skills
- Ability to read and interpret technical documentation
- Basic math skills (percentages, ratios)
- Strong analytical and problem-solving skills
- Intermediate computer skills:
- Microsoft Office
- Windows and macOS
- Comfortable working with tablets, smartphones, laptops, and desktops
- Professional, patient, and customer-focused demeanor
- Self-motivated and able to work independently in a WFO environment
- Time Management

Shift Window - 5:00 PM to 7:30 AM 6 Days working - Mon to Sat

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.

📌 Team Lead (Mumbai)
🏢 Firstsource
📍 Mumbai