Job location : Gurugram
Position : Team Leader- Customer Service
Division : BPO, 5 days working for US Process and US shift timings
Experience : Min 2 years as Team handling experience in Customer Service and Technical Support
Role & Responsibilities
- Lead and manage a team of 12–20 Customer Service Associates
- Motivate team members to consistently achieve client-defined SLAs and KPIs
- Ensure strict adherence to quality standards and process guidelines
- Conduct regular floor walks to supervise, coordinate, and monitor team activities
- Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
- Demonstrate strong organizational, planning, and analytical skills
- Utilize basic arithmetic and statistical skills for data analysis and report generation
- Apply effective problem-solving skills to address operational challenges
Key Performance Indicators & Team Management
- Handle customer and process escalations unresolved by associates
- Resolve process-related queries and employee grievances
- Monitor live calls/chats and provide real-time and structured feedback
- Conduct call listening and coaching sessions to improve team performance
- Collaborate with the Quality team to review performance metrics and quality scores
- Conduct monthly and confirmation appraisals by the 7th of each month with documented feedback
- Prioritize and assign workloads; manage shift schedules, breaks, and overtime
- Implement corrective actions to resolve day-to-day operational issues
- Develop strategies to reduce attrition and absenteeism
Training, Engagement & Coordination
- Organize and facilitate training programs for skill and performance enhancement
- Conduct pre-shift briefings and post-shift debriefings
- Lead weekly team meetings to communicate process updates, quality issues, SLAs, and KPIs
- Coordinate with HR and Administration on policies, statutory compliance, and administrative matters
- Initiate and manage Rewards & Recognition programs
- Organize monthly team outings to promote team engagement and morale
Required Skills
- Communication Skills
- Interpersonal skills
- Problem Solving skills
Eligibility:
Any Graduate
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
