Customer Service Team Lead

3 days ago


Hyderabad, Telangana, India Firstsource Full time

At Firstsource, a leading provider of customized Business Process Management (BPM) services and an RP Sanjiv Goenka Group company, we are seeking a highly motivated and experienced Customer Service Team Lead to join our team. With a strong presence in the US, UK, India, and Philippines, we offer 'rightshore' delivery models covering complete customer lifecycles across various verticals, including Healthcare, Telecommunications & Media, and Banking, Financial Services, and Insurance.

The successful candidate will lead a team of 12-20 customer service associates, motivating them to achieve exceptional performance metrics. The role involves consistently achieving all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) set by clients while adhering strictly to quality parameters. Regular floorwalks and coaching sessions with team members will be essential in ensuring prompt, courteous, and accurate responses to customers, as well as efficient operations through effective planning, leadership, control, and organization.

The ideal candidate should possess strong organizational, planning, and analytical skills, with basic arithmetic and statistical skills for data analysis and report generation. Problem-solving abilities and excellent communication skills are also required.

This is a challenging yet rewarding opportunity for a skilled professional who can drive business growth, foster teamwork, and deliver high-quality results. We offer a competitive salary range of $45,000-$65,000 per annum, depending on experience and qualifications, plus additional benefits and opportunities for career advancement.

We value diversity, equality, and inclusion and strive to create a workplace that reflects these principles. Our employees enjoy a dynamic work environment, collaborative team culture, and access to ongoing training and development programs.



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