Team Lead

2 weeks ago


Thiruvananthapuram, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com


Job location : Hyderabad

Position :Team Leader- Customer Service

Division : BPO, 5 days working US Process

Experience : 1-2 years as Team handling experience in Customer Service Process.


Description: Description:

Operational

· Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

· Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

· Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates \

to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

· Strong organizational, planning and analytical skills.

· Basic arithmetic and statistical skills for analysis of data and generation of reports.

· Problem solving skills


Key Performance Indicators


· Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

· Listens to calls and coaches the team to enhance performance.

· Monitors the calls/chat taken by the associates and provides them feedback.

· Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

· Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.

· Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems

including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.

· Organizes training program for the associates.

· Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

· Holds team briefing and de- briefings before and after each shift.

· Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.

· Initiates and administers the rewards and recognition program for the team. · Organizes the monthly team outings in coordination with the associates and the team member


Graduate is must


Contact details

Padmapriya

Email-Padmapriya.Shekar@firstsource.com



  • thiruvananthapuram, India Team Thai Full time

    Finance Manager – FMCGLocation: Kerala, IndiaAbout Team ThaiTeam Thai is a multi-industry conglomerate headquartered in Calicut, Kerala. Incorporated in 1984, Team Thai has grown into one of the key players in FMCG, Transportation, food and construction in Kerala. With the FMCG division alone raking in an annual turnover of ₹ 300 Crores in the financial...

  • Presales Team Lead

    2 weeks ago


    Thiruvananthapuram, India Sutherland Full time

    Job DescriptionProspecting and Qualifying Leads: Support the sales team in identifying and qualifying potential customers.Ownership of RFPs and RFIs: Collaborate closely with the sales and delivery teams to take ownership of RFP/RFI responses and contribute to new business opportunities, as well as enhance existing accounts.Deal Commercial Modeling and...


  • Thiruvananthapuram, Kerala, India GREATBELL HR Consultancy Services PVT LTD Full time

    Company OverviewGREATBELL HR Consultancy Services PVT LTD is a reputable recruitment firm specializing in technical and hospitality manpower. Partnering with numerous companies across India, we are committed to providing high-quality recruitment solutions.Job OverviewWe are seeking a dedicated and experienced Housekeeping Supervisor to lead our housekeeping...

  • Team Lead AR

    7 months ago


    Thiruvananthapuram, India Guidehouse Full time

    Job Family:EBO Accounts Receivable (India)Travel Required:NoneClearance Required:NoneWhat You Will Do:The team leader will be responsible for managing and assisting in production for daily work volumes across various processes for the IPG project. The team lead is responsible for confirming client SLAs are met.  Operational Responsibilities: Manage and...


  • Thiruvananthapuram, Kerala, India Guidehouse Full time

    Job Title: Team Lead ARJob Family:EBO Accounts Receivable (India)Travel Required:NoneClearance Required:NoneJob Summary:The Team Lead AR will be responsible for managing and assisting in production for daily work volumes across various processes for the IPG project. The team lead is responsible for confirming client SLAs are met.Key Responsibilities:Manage...


  • Thiruvananthapuram, Kerala, India Ecorgy Solutions Private Ltd Full time

    Job Title: International Voice Process Team LeadAt Ecorgy Solutions Private Ltd, we are seeking a highly skilled and experienced International Voice Process Team Lead to join our team. The successful candidate will be responsible for leading and managing our international voice processing teams, fostering a culture of excellence, innovation, and continuous...

  • Team Lead

    4 weeks ago


    Thiruvananthapuram, Kerala, India Guidehouse Full time

    Job Role Overview:Coding IP (India) team at Guidehouse is seeking a highly skilled Team Lead to lead our coding operations. As a Team Lead, you will be responsible for monitoring, directing, and evaluating coding production on a daily basis.Key Responsibilities:Oversee daily coding schedules and communicate with the US Operational Manager and Coding...


  • Thiruvananthapuram, Kerala, India MOR Realtors Full time

    Unlock Your Potential as a Real Estate Sales Team Lead at MOR RealtorsWe are seeking an experienced and driven Sales Manager to lead our dynamic sales team and contribute to our goal of delivering exceptional real estate solutions to clients.About the RoleThe successful candidate will have a minimum of 5 years of experience in sales management, preferably in...

  • Department Team Lead

    2 weeks ago


    Thiruvananthapuram, Kerala, India Reliance Industries Limited Full time

    Reliance Retail, a pioneering retail organization in India, is seeking an experienced Department Team Lead to join our team in Thiruvananthapuram, Kollam, or Pathanamthitta. This full-time position requires 4-6 years of relevant work experience and offers a competitive salary of ₹850,000 per annum.Job Summary:The successful candidate will be responsible...


  • Thiruvananthapuram, Kerala, India Envestnet Full time

    About Envestnet Envestnet is a leading provider of innovative financial technology and services. Our goal is to provide a scalable, developer-friendly experience while maintaining a secure, auditable environment. We work closely with various security, audit, compliance, and workload teams around the organization to consistently improve the security and...


  • Thiruvananthapuram, Kerala, India Guidehouse Full time

    Job Overview:Coding is a vital aspect of the healthcare industry, and as a Medical Coding Team Lead at Guidehouse, you will be responsible for overseeing the coding process to ensure accuracy and efficiency.About the Role:This is a challenging and rewarding role that requires strong leadership and analytical skills. As a Team Lead, you will be responsible...

  • Culinary Team Lead

    2 weeks ago


    Thiruvananthapuram, Kerala, India Hyatt Corporation Full time

    Job OverviewWe are seeking an experienced Culinary Team Lead to join our team at Hyatt Regency Trivandrum. As a key member of our kitchen team, you will be responsible for supervising the preparation and presentation of high-quality dishes in a fast-paced environment.About the RoleThis is a full-time position that requires a minimum of 2 years' work...

  • Sales Team Lead

    6 days ago


    Thiruvananthapuram, Kerala, India Paytm Full time

    About Us:Paytm is a leading digital payments and financial services company in India, focused on driving consumers and merchants to its platform through various payment use cases.We provide consumers with services like utility payments and money transfers, while empowering them to pay via our Payment Instruments (PPI) such as Paytm Wallet, Paytm UPI, and...


  • Thiruvananthapuram, Kerala, India GREATBELL HR Consultancy Services PVT LTD Full time

    Job OverviewWe are seeking a skilled and experienced Housekeeping Supervisor to join our team at GREATBELL HR Consultancy Services PVT LTD.This full-time position is based in various locations across Kerala and requires a minimum of 1 year of relevant work experience in the hospitality industry.

  • Lead Engineer

    5 months ago


    Thiruvananthapuram, India Envestnet Full time

    Description Responsibilities:• Plan and scope the internal Red Teaming Operations and appropriately involve and engage the project partners• Responsible for leading and executing red team projects, working to test defensive mechanisms• Create detailed engagement plans, continuous Adversary emulation and simulation• Perform simulated security testing...

  • Front Desk Team Lead

    4 weeks ago


    Thiruvananthapuram, Kerala, India ASCENT STAFFING SOLUTIONS PRIVATE LIMITED Full time

    Job Summary:We are seeking a highly skilled Front Desk Executive to join our team at ASCENT STAFFING SOLUTIONS PRIVATE LIMITED. The ideal candidate will have excellent communication skills, a warm and welcoming demeanor, and the ability to multitask with ease.Key Responsibilities:Greet and welcome guests, responding to their inquiries and providing...

  • Internal Auditor

    6 months ago


    Thiruvananthapuram, Kerala, India Team Thai Full time

    **POSITION DETAILS** **Job Position** Internal Auditor **Department** Finance **Division** Internal Audit **Reporting to** GM -Finance **Business Vertical** FMCG - Distribution **Job Category** Audit **About Team Thai** Team Thai is a multi-industry conglomerate headquartered in Calicut, Kerala. Incorporated in **1984, **Team Thai has grown...

  • Team Lead

    6 months ago


    Thiruvananthapuram, India Guidehouse Full time

    Job Family:Coding IP (India)Travel Required:NoneClearance Required:NoneWhat You Will Do:Monitors, directs and evaluates coding production on a daily basis.  Ensures that daily schedules are met and communicates with US Operational Manager and Coding Operations if situations occur that hinder meeting deadlines.   If system issues or other emergencies delay...

  • Sales Team Member

    4 weeks ago


    Thiruvananthapuram, Kerala, India Stories Global Home Concepts Full time

    We're seeking an ambitious Sales Team Member to join our team at Stories Global Home Concepts.Responsibilities:• Meet individual sales targets through direct billing and lead generation.• Engage in cross-selling and up-selling to increase revenue.• Prepare and submit daily, weekly, and monthly sales reports.• Plan and prioritize daily tasks to...

  • BigCommerce Lead

    1 month ago


    Thiruvananthapuram, Kerala, India McFadyen Digital Full time

    BigCommerce Lead Job DescriptionMcFadyen Digital is seeking a highly skilled BigCommerce Lead to drive the development and management of our BigCommerce-based e-commerce platform. As a key member of our team, you will be responsible for leading development efforts, managing the BigCommerce platform, and mentoring junior developers.Key Responsibilities:Lead...