Team Leader

Date: Sep 30, 2026

Location:

Mumbai, IN

Requisition ID: 24128

Description:

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 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.
- 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

- 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

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

Location

WFO

MALAD, Mumbai

Important Note:

- Probation will be 6 months from client certification & accreditation date.
- All applicants must keep their immediate supervisors informed before applying for the position.
- Promotion to the grade will be based on individual performance, alignment with business requirements & completion of all BGV Checks, client certification & accreditation.
- In case the candidate does not clear client certification/accreditation, the employee will be sent back to the previous role and process he/she came from.
- No grade or CTC change for lateral movement.
- Once a candidate is selected for an IMP & joins the new role, they will not be considered or released for any alternate IMP opportunity until completion of probation or 6 months whichever is later.
- The selected candidates must be released with immediate effect from the date of the announcement of the results.

Apply now

📌 Team Leader (Mumbai)
🏢 Firstsource Healthcare
📍 Mumbai