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 team s 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 and qualitative 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 Team s 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.
- Aim to 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 the Operations 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

- Strong verbal and written communication skills
- Ability to read and interpret technical documentation
- Basic math skills (percentages, ratios)
- Strong analytical and problem-solving skills
- Microsoft Office
- Windows and macOS
- Professional, patient, and customer-focused demeanor
- Self-motivated and able to work independently in a WFO workplace
- Time Management

Shifts

- Shift Start Time 17:00 IST || Shift End Time 07:30 IST
- Monday to Saturday working
- Rotational shifts
- Offs
- Split offs
- Need to work on Sat as per client requirement

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Leader (Mumbai)
🏢 Firstsource
📍 Mumbai