Team Lead

Responsibilities

• Lead and manage a team of 12–20 Customer Service Associates within a banking process.
• Motivate team members to consistently achieve client-defined SLAs and KPIs.
• Ensure strict adherence to quality standards, process guidelines, and compliance.
• Conduct regular floor walks, monitor live calls/chats, and provide real-time structured feedback.
• Handle customer and process escalations that remain unresolved by associates.
• Manage team performance through regular coaching, call listening, and monthly appraisals.
• Oversee operational tasks including shift scheduling, workload prioritization, and break management.
• Drive team engagement through rewards and recognition programs and organized team outings.
• Facilitate training programs and lead weekly team meetings to communicate process updates.

Requirements

• Minimum 2 years of experience in a team handling role within a Customer Service environment.
• Any Graduate degree.
• Strong communication and interpersonal skills.
• Proven problem-solving and analytical skills.
• Ability to use basic arithmetic and statistical skills for data analysis and reporting.
• Experience working in a BPO environment is a plus.

About the Company

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. We leverage a differentiated approach to reimagining traditional outsourcing to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision-making for our clients.