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.

• All H1, H and G grade employees can apply. It will be a lateral movement for G grade employees and vertical movement for H1 & H grade employees.

• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st of Sept 2026

• Performance rating of CME or above in the last 6 months with no monthly BE rating.

• No documented disciplinary issues/PIP in the last 6 months.

• No Attendance Issues in the past year.

• No leave request in the coming 3 months.

• Current Voice experience mandatory.

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 effective 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 schedu

📌 Team Leader (Mumbai)
🏢 Firstsource
📍 Mumbai