Team Leader - Operations

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises 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, India and Mexico. 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 Leader

Business Unit: International process

Shifts: 24/7 rotational shifts with rotational week-offs, where the candidate will primarily be aligned to US shifts.

Experience:1+ yrs BPS Team leader on papers,

Education / Qualifications: UG/Graduate

Responsibilities

Operational

• Leads a team of 15- 20 customer service associates and motivates them to achieve the KRA Targets.
• Vice process
• 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 teams 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 associates.
• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
• Holds team briefing and de- briefings before and after each shift.
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
• Initiates and administers the regular recognition for the team.
• Organizes the monthly team bonding activities in coordination with the associates and the team members.

Know-How

Critical: Good written and verbal communication skills & team management skills.

Mentoring, motivating skills and Coaching skills

Desirable: If any desirable skills please add.

Personal Attributes/Traits

• Collaborative & consultative
• Socially confident
• Achievement oriented
• Creative
• Analytical
• Communicative

Competencies

• Business Foresight Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
• Influencing
• Managing Transformation Ability to work and lead transformations in a dynamic environment
• Fostering partnerships with internal and external stakeholders
• Working across boundaries collaborative working towards a One Firstsource identity
• Decision making and problem solving skills Driving Excellence
• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
• Holds team briefing and de- briefings before and after each shift.
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
• Initiates and administers the regular recognition for the team.
• Organizes the monthly team bonding activities in coordination with the associates and the team members.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.