Team Lead

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Team Lead-Operation

Job location : Hyderabad

Experience : Min 3 years of experience as TL in US BFSI-Email Process.

Operational

· Leads a team of 15- 20 customer service associates and motivates them to achieve the KRA

Targets.

· Responsible for the project execution, monitoring KPIs and Target compliance

· Should be well versed with G-suite, particularly Google Sheets and Google Slides.

· Oversees effective resource allocation to meet both productivity and quality metrics

· Documents issues as needed and ensures adherence to policy and procedures

· Manages process, resources, and system applications

· Follow standard practices and business procedures.

· Performs ad hoc data analysis and participates on various process improvement as needed.

· Validation and QA/QC – Perform validation checks for operational processes and data

inputs/outputs.

· Responsible for complying the internal quality standard.

· Perform functions as directed by the immediate superior and project lead.

Key Performance Indicators

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

· Take weekly, monthly Tickets as per KRAs.

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

scores.

· Conducts weekly, monthly reviews for the associates.

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

day work related problems, its solutions, including scheduling or adjusting overtime

requirements, break management as necessary. Devises strategies to minimize attrition &

absenteeism.

· Organizes training program for the associate

Experience Required:

3 years of supervisory experience, preferably in US BFS Email. Fluent English is a must. Excellent knowledge of G-suite.

Graduate only Preferred: Min 3 year as Team leader

Disclaimer:

Contact details

Ishika Agarwal

Email-ishika.agrawal@firstsource.com