Process Leader

Job description

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 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 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.