Team Lead

2 weeks ago

Mumbai, 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

Job location : Mumbai

Position :Team Leader- Customer Service

Division : BPO,

Experience : Preferred experience from Sales/Upselling background with min 2years of experience in Team handling.

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.

· Floor walks 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

Ishika Agarwal

  • Lead School Learning Manager

    2 weeks ago

    Mumbai, Maharashtra, India Lead School Full time

    Job SummaryWe are seeking a highly skilled Senior Manager - Learning & Development to lead our team in Mumbai. This role is responsible for understanding the training needs of Sales and Account Management teams, creating training content, delivering trainings via online and offline modes, designing creatives, managing admin access to LMS and R&R modules,...

  • LEAD School | Senior Curriculum Manager | mumbai

    1 week ago

    mumbai, India LEAD School Full time

    Senior Curriculum Manager - EnglishAbout us:LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country and empower them with the tools and...

  • LEAD School | Senior Curriculum Manager | mumbai

    5 days ago

    Mumbai, India LEAD School Full time

    Senior Curriculum Manager - EnglishLocation: Mumbai / Bangalore / DelhiAbout us:LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country and...

  • LEAD School | Senior Curriculum Manager | mumbai

    2 weeks ago

    mumbai, India LEAD School Full time

    Senior Curriculum Manager - EnglishAbout us:LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country and empower them with the tools and...

  • LEAD School | Senior Curriculum Manager | mumbai

    1 week ago

    mumbai, India LEAD School Full time

    Senior Curriculum Manager - English About us: LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country and empower them with the tools and...

  • LEAD School | Senior Curriculum Manager | mumbai

    5 days ago

    mumbai, India LEAD School Full time

    Senior Curriculum Manager - EnglishLocation: Mumbai / Bangalore / DelhiAbout us:LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country and...

  • Lead School

    1 month ago

    Mumbai, India Lead School Full time

    Company Description:- LEAD Group is India's largest and fastest-growing School Edtech company, dedicated to transforming schools through innovative, technology-driven solutions.- Our mission is to provide excellent education to every child in India, revolutionizing the learning experience for students and enhancing teaching effectiveness in over 8,000...

  • LEAD School | Social Media

    3 weeks ago

    mumbai, India LEAD School Full time

    We are looking for a talented and driven Social Media and Content Marketing Manager to lead Content Marketing and Social Media Marketing at LEAD Group, while supporting the brand charter overall, including SEO and Internal Communications. You will have the opportunity to create original, out-of-the-box content across formats along with a Social Media agency...

  • LEAD School | Social Media

    3 weeks ago

    mumbai, India LEAD School Full time

    We are looking for a talented and driven Social Media and Content Marketing Manager to lead Content Marketing and Social Media Marketing at LEAD Group, while supporting the brand charter overall, including SEO and Internal Communications. You will have the opportunity to create original, out-of-the-box content across formats along with a Social Media agency...

  • LEAD School | Social Media

    3 weeks ago

    mumbai, India LEAD School Full time

    We are looking for a talented and driven Social Media and Content Marketing Manager to lead Content Marketing and Social Media Marketing at LEAD Group, while supporting the brand charter overall, including SEO and Internal Communications. You will have the opportunity to create original, out-of-the-box content across formats along with a Social Media agency...

  • LEAD School | Account Executive | mumbai

    3 days ago

    mumbai, India LEAD School Full time

    Purpose of the Job:LEAD started with a vision to provide disruptive Ed-tech solutions for all stakeholders. Since then, LEAD has grown into a team of proficient individuals striving to transform education. We are looking to hire an Accounts Executive who will manage key financial operations related to fee management, reconciliation, compliance, procurement,...

  • LEAD School | Account Executive | mumbai

    2 days ago

    mumbai, India LEAD School Full time

    Purpose of the Job: LEAD started with a vision to provide disruptive Ed-tech solutions for all stakeholders. Since then, LEAD has grown into a team of proficient individuals striving to transform education. We are looking to hire an Accounts Executive who will manage key financial operations related to fee management, reconciliation, compliance,...

  • Lead School

    4 weeks ago

    Mumbai, India Lead School Full time

    Senior Manager - Learning & DevelopmentWe have an amazing opportunity for Senior Manager - Learning & Development - MumbaiLocation : MumbaiSr. Manager L&D:- LEAD school is an academic excellence system that delivers excellent curriculum via a simple technology-based delivery model.- We partner with Affordable Private Schools across the country and empower...

  • Team Lead

    2 weeks ago

    Mumbai, 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...

  • Team lead

    2 weeks ago

    Mumbai, 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...

  • Team Lead

    2 weeks ago

    Mumbai, 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...

  • Team lead

    3 days ago

    Mumbai, India Assure Clinic Full time

    Team Leader – Mumbai Head Office Location:  Mumbai, IndiaCompany:  Assure ClinicLead. Inspire. Transform.Join Assure Clinic, a global leader in premium hair restoration and aesthetic solutions, as a  Team Leader  at our Mumbai head office. We are seeking a dynamic professional with exceptional leadership skills and a proven track record in driving...

  • Team Lead

    3 days ago

    Mumbai, India Assure Clinic Full time

    Team Leader – Mumbai Head Office Location:  Mumbai, IndiaCompany:  Assure ClinicLead. Inspire. Transform.Join Assure Clinic, a global leader in premium hair restoration and aesthetic solutions, as a  Team Leader  at our Mumbai head office. We are seeking a dynamic professional with exceptional leadership skills and a proven track record in driving...

  • Team Lead

    2 months ago

    Mumbai, India Prudent Tech IT Solutions Full time

    About the Role : We are seeking a highly skilled and motivated Team Lead with YOE 4-6yrs+ to manage and lead our full-stack development team. The ideal candidate should have extensive experience in Node.js, AWS, and MongoDB, along with strong leadership and project management skills.The Team Lead will be responsible for overseeing the development of...

  • Team Lead

    1 week ago

    Mumbai, India Prudent Tech IT Solutions Full time

    About the Role : We are seeking a highly skilled and motivated Team Lead with YOE 4-6yrs+ to manage and lead our full-stack development team. The ideal candidate should have extensive experience in Node.js, AWS, and MongoDB, along with strong leadership and project management skills. The Team Lead will be responsible for overseeing the development of...