BriefCase
BriefCase

Team Leader Job in Firstsource Solutions Ltd

Team Leader

Firstsource Solutions Ltd 3 weeks ago
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Job Summary Key Responsibilities Team Management: Lead and motivate a team of 12-20 customer service associates. Serve as the first level escalation point of contact. Monitor team performance, KPIs, and target compliance. Ensure compliance with client service provisions and commitments. Provide regular updates on team performance and develop/share knowledge. Allocate resources effectively to meet productivity and quality metrics. Document issues and ensure adherence to policies and procedures. Manage processes, resources, and system applications. Follow standard practices and business procedures. Quality & Validation: Perform ad hoc data analysis and participate in process improvement initiatives. Conduct validation checks for operational processes and data inputs/outputs. Ensure compliance with internal quality standards. Validate accuracy of information gathered from third-party sources. Escalation & Support: Handle escalations that associates cannot resolve. Solve process-related queries and address grievances. Coach and provide feedback to associates on call performance. Interact with the quality team for feedback on team performance. Performance Management: Conduct monthly and confirmation appraisals. Prioritize and assign work to associates. Resolve day-to-day work-related problems. Devise strategies to minimize attrition and absenteeism. Organize training programs. Interact with HR and administration for policy and compliance matters. Team Communication & Engagement: Hold team briefings and de-briefings. Organize weekly team meetings. Initiate and administer rewards and recognition programs. Organize monthly team outings. Key Performance Indicators Team adherence to SLAs and KPIs. Customer satisfaction and feedback. Team member engagement and retention. Effective resolution of escalations and grievances. Quality of data and process validation. Adherence to policies and procedures. Required Skills and Qualifications Strong leadership and people management skills. Excellent communication and interpersonal skills. Ability to motivate and coach team members. Strong organizational and time management skills. Problem-solving and decision-making abilities. Knowledge of customer service best practices. Proficiency in relevant tools and systems.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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