Team Lead

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies. To know more about Firstsource please visit our website Job location : Mumbai Position :Team Leader- Customer Service Division : BPO, Experience : Preferred experience from Sales/Upselling background with min 2years of experience in Team handling. Description: Description: Operational · Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA. · Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters. · Floor walks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates \to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. · Strong organizational, planning and analytical skills. · Basic arithmetic and statistical skills for analysis of data and generation of reports. · Problem solving skills Key Performance Indicators · Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances. · Listens to calls and coaches the team to enhance performance. · Monitors the calls/chat taken by the associates and provides them feedback. · Interacts with the quality team to seek feedback on the team’s performance and team quality scores. · Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback. · Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems 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 rewards and recognition program for the team. · Organizes the monthly team outings in coordination with the associates and the team member Graduate is must Contact details Ishika Agarwal Email-ishika.agrawal@firstsource.com