Process Leader

Date :Jul 7, 2026

Location :Mumbai, IN

Requisition ID :21652

Description : Position : Team Leader

- Customer Service

Division : BPO, 5 days working for US Process and US shift timings

Experience : Min 2 years as Team handling experience in Customer Service and Technical Support

Role & Responsibilities :

- Lead and manage a team of 12-20 Customer Service Associates
- Motivate team members to consistently achieve client-defined SLAs and KPIs
- Ensure strict adherence to quality standards and process guidelines
- Conduct regular floor walks to supervise, coordinate, and monitor team activities
- Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
- Demonstrate robust organizational, planning, and analytical skills
- Utilize basic arithmetic and statistical skills for data analysis and report generation
- Key Performance Indicators & Team Management
- Handle customer and process escalations unresolved by associates
- Resolve process-related queries and employee grievances
- Monitor live calls/chats and provide real-time and structured feedback
- Conduct call listening and coaching sessions to improve team performance
- Collaborate with the Quality team to review performance metrics and quality scores
- Conduct monthly and confirmation appraisals by the 7th of each month with documented feedback
- Prioritize and assign workloads; manage shift schedules, breaks, and overtime
- Implement corrective actions to resolve day-to-day operational issues
- Develop strategies to reduce attrition and absenteeism
- Training, Engagement & Coordination
- Organize and facilitate training programs for skill and performance enhancement
- Conduct pre-shift briefings and post-shift debriefings
- Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs
- Coordinate with HR and Administration on policies, statutory compliance, and administrative matters
- Initiate and manage Rewards & Recognition programs
- Organize monthly team outings to promote team engagement and morale

Required Skills :

- Communication Skills
- Interpersonal skills
- Problem Solving skills

Eligibility :

- Any Graduate

📌 Process Leader (Mumbai)
🏢 Firstsource Healthcare
📍 Mumbai