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 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
• Strong 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 setting
• 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 ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

📌 Team Lead (Mumbai)
🏢 Firstsource
📍 Mumbai