Process Leader

Company Profile

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.

Job location : Hyderabad

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 strong organizational, planning, and analytical skills

· Utilize basic arithmetic and statistical skills for data analysis and report generation

· Apply effective problem-solving skills to address operational challenges

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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

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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

⚠️ 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.