Company Description Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities. The company brings over 25 years of domain expertise and an agent-first delivery model to design, build, and operate intelligent enterprise operations.

Powered by its Kairos operating system, Firstsource integrates consulting, implementation, and operations into full-stack engagements that focus on measurable outcomes. The organization serves more than 200 leading global brands, including several Fortune 500 and FTSE 100 companies. Firstsource operates across the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia, offering growth opportunities in a diverse, global environment.

Role Description The Senior Executive – Voice Process is a full-time, on-site role based in Mumbai. This role involves handling inbound and outbound customer calls, addressing inquiries, resolving issues, and providing accurate information in a professional and courteous manner.

The Senior

Executive will follow defined scripts and processes, document interactions in the system, and ensure adherence to quality, compliance, and performance metrics. Day-to-day responsibilities include collaborating with team leaders, participating in coaching or training sessions,



and sharing feedback to improve processes and customer experience. The role may require working in shifts, including evenings, nights, weekends, or holidays, depending on business needs.

Qualifications

- Candidates should possess strong verbal communication skills, transparent articulation, and active listening abilities suitable for customer-facing voice processes.
- Candidates should possess customer service skills, including empathy, problem-solving, conflict resolution, and the ability to manage high-volume interactions calmly.
- Candidates should possess basic computer literacy, including typing skills, familiarity with CRM or call center tools, and comfort navigating multiple systems while on calls.
- Candidates should possess time management and organizational skills to handle multiple tasks, meet productivity targets, and maintain accuracy in documentation.
- Candidates should possess adaptability and teamwork skills, including openness to feedback, willingness to work in rotational shifts, and the ability to collaborate in a fast-paced environment.
- Previous experience in a voice process or contact center environment, particularly in banking, telecom, or healthcare domains, is an advantage.
- A minimum of a high school diploma or equivalent is required; a graduate degree in any discipline is preferred.
- Comfort working in an on-site, structured environment with performance-based expectations is essential.

📌 Senior Executive – Voice Process (Mumbai)
🏢 Firstsource
📍 Mumbai