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Team Lead - job post

Firstsource Healthcare
3.1 out of 5 stars
Gurugram, Haryana
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Job details

Shift and schedule

  • US shift

Location

Gurugram, Haryana

Full job description

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Team Lead

Date: May 26, 2026
Location: Gurugram, HR, IN, 122009
Requisition ID: 21888
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 : Gurugram
Position : Team Leader-Banking process
Division : BPO, 5 days working for US Process and US shift timings
Experience : Min 2 years as Team handling experience in Customer Service
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.

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