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.

Team Lead

Department/Group: Operations
Business Unit:
Hiring Location: INDIA, MUMBAI, MALAD, PARADIGM B
Reporting To: Operations Manager
Travel Required: No

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 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

📌 Team Lead Mumbai
🏢 Firstsource
📍 Mumbai