Team Leader

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 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

⚠️ 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.