Team Lead

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job location : Hyderabad

Position : Team Lead

Division : BPM

Experience :

As a Customer Support Team Lead for our emergency roadside assistance service, you will play a crucial role in hiring, training, grooming & retaining CS agents who assist drivers in emergency tire breakdowns and other tire service for commercial fleet customers. Our agents collect breakdown information from commercial truck drivers and dispatch road service to tire dealerships across the US and Canada.

Essential Functions

· Take an active role in mentoring customer support agents, helping them develop their skills and providing guidance for career growth.

· Assist managers with administrative responsibilities, such as monitoring team performance, reporting, and managing escalations.

· Act as a reliable point of contact for customers and team members when managers are unavailable, ensuring smooth operations.

· Manage and resolve complex account-related queries and requests with a focus on accuracy and customer satisfaction.

· Coach & train agents to maintain professional and empathetic communication with customers, ensuring their needs are met effectively.

· Keep meticulous records of customer interactions, ensuring accurate and up-to-date information in our CRM system.

· Developing regular reports to evidence training and improvement in training

· Maintaining records of attendance, feedback and materials

· Monitoring average call length and overall team volume

· Empower team members to work independently and take ownership of tasks.

· Supports the department goals, objectives, and service level agreements/metrics to ensure service delivered meets or exceeds the needs of customer stakeholders and end-users.

Interpersonal Skills

· Leadership and mentoring skills, with the ability to guide and develop junior team members.

· Excellent communication, coaching, and feedback skills, as well as fostering a team environment.

· Strong customer focus and service orientation

· Ability to deal with all types of people/management.

· Strong organizational skills with a proven ability to get things done through others.

· Ability to remain calm and thrive in a fast-paced environment.

· Natural aptitude to analyze data and drive continuous improvement.

· Ability to bring innovative ideas to problem resolution and process redesign.

Competencies:

· 3+ years of proven experience in customer support, with a strong track record of excellence.

· Ability to schedule agents across shifts, allocate work and ensure it gets done.

· Proficiency in administrative tasks and reporting.

· Multi-task in a fast-paced environment while being able to make sound decisions in-line with company objectives.

· Technical expertise and a quick grasp of new software and technologies.

· Prior experience in the roadside assistance field or as a team leader/manager is highly beneficial.

· A passion for delivering exceptional customer service and problem-solving.

⚠️ Disclaimer:

Contact details

Padmapriya Shekar

Email-padmapriya.shekar1@firstsource.com