Team Lead

Description

• 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