Team Lead

Mumbai, IN

Team Lead

Department/Group: Operations
Business Unit:
Hiring Location: INDIA, MUMBAI, MALAD, PARADIGM B
Reporting To: Operations Manager
Travel Required: No

Job Summary

The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.

• All H1, H and G grade employees can apply. It will be a lateral movement for G grade employees and vertical movement for H1 & H grade employees.
• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st of Sept 2026
• Performance rating of CME or above in the last 6 months with no monthly BE rating.
• No documented disciplinary issues/PIP in the last 6 months.
• No Attendance Issues in the past year.
• No leave request in the coming 3 months.
• Current Voice experience mandatory.

Key Responsibilities

• Leading a team of CSAs and motivate them to achieve team’s SLA (Client Targets & Quality Parameters).
• Floors walk regularly to supervise, coordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing.
• Maintains reports of day-to-day activities & uses the analysis to better Performance.
• Handles any escalations that an advisor is unable to handle, solves process related queries and handles grievances.
• Monitoring Team’s Performance and coaches them to enhance their performance.
• Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or break management, as necessary.
• Maintains Team Shrinkage.
• Organizes daily/weekly team meetings to update the associates on any process changes, quality issues, and team SLAs.
• Initiates and administers the recognition program for the team.
• Contributes towards Retention & Low Attrition numbers.
• Ensure schedule adherence and meet required production hours.
• Maintain compliance with Client and Firstsource, improve collection effectiveness, Customer Experience and Quality standards.
• Use and share performance data to improve team productivity and meet financial targets.
• Ensure compliance with internal policies, client standards, and applicable laws.
• Foster team development through continuous training, mentoring, and support.
• Monitor team KPIs and report regularly on performance to the Operations Manager.
• Lead disciplinary processes in line with company policy.
• Achieve or exceed targets related to attrition and employee retention.

Key Performance Indicators (KPIs)

• Ability to analyze and interpret operational data to inform decisions.
• Problem-solving: Define issues, collect data, and draw valid conclusions.
• Fulfillment of all assigned responsibilities and duties.

Reporting Structure

This position reports directly to the Operations Manager.

Education & Experience

• 12th pass and above
• 18-24 months of most recent BPO VOICE collections experience as a team leader on paper
• Prior BPO customer service experience might be an advantage

Skills & Abilities

• Strong verbal and written communication skills
• Ability to read and interpret technical documentation
• Basic math skills (percentages, ratios)
• Strong analytical and problem-solving skills
• Intermediate computer skills:
  • Microsoft Office
  • Windows and macOS
  • Comfortable working with tablets, smartphones, laptops, and desktops
• Professional, patient, and customer-focused demeanor
• Self-motivated and able to work independently in a WFO environment
• Time Management

Important Note:

• Probation will be 6 months from client certification & accreditation date.
• All applicants must keep their immediate supervisors informed before applying for the position.
• Promotion to the grade will be based on individual performance, alignment with business requirements & completion of all BGV Checks, client certification & accreditation.
• In case the candidate does not clear client certification/accreditation, the employee will be sent back to the previous role and process he/she came from.
• No grade or CTC change for lateral movement.
• Once a candidate is selected for an IMP & joins the new role, they will not be considered or released for any alternate IMP opportunity until completion of probation or 6 months whichever is later.
• The selected candidates must be released with immediate effect from the date of the announcement of the results.