Process Leader

Responsibilities

• Lead and manage a team of 12–20 Customer Service Associates within a BPO environment.
• Motivate team members to consistently achieve client-defined SLAs and KPIs.
• Monitor live calls and chats to provide real-time, structured feedback and coaching.
• Handle customer and process escalations that remain unresolved by associates.
• Conduct regular floor walks to supervise, coordinate, and monitor team activities.
• Manage shift schedules, breaks, overtime, and workload prioritization.
• Conduct monthly performance appraisals and provide documented feedback.
• Organize training programs, team meetings, and engagement activities to boost morale.

Requirements

• Minimum 2 years of experience in team handling within Customer Service or Technical Support.
• Any Graduate degree.
• Strong communication and interpersonal skills.
• Proven problem-solving and analytical skills.
• Ability to work US shift timings in an onsite capacity in Hyderabad.
• Proficiency in basic arithmetic and statistical skills for data analysis and reporting.

About the Company

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader providing business process solutions across Healthcare, Banking, Financial Services, Communications, Media, and Technology. Leveraging their unique UnBPO™ approach, Firstsource delivers future-focused solutions that drive speed, scale, and smarter decision-making for clients worldwide.