Team Lead – Customer Service (US Shift)

About the role

Firstsource Solutions Limited is seeking an experienced Team Lead to manage a group of 12‑20 Customer Service Associates on a US‑based process. The role involves overseeing day‑to‑day operations, ensuring service quality, and meeting client‑defined SLAs during US shift timings.

Key responsibilities

• Lead, motivate and supervise a team of 12‑20 associates.
• Monitor and enforce adherence to quality standards, process guidelines, and client SLAs.
• Conduct floor walks, live call/chat monitoring, and provide real‑time feedback.
• Handle escalations, resolve process‑related queries, and address employee grievances.
• Prepare performance reports using basic arithmetic and statistical analysis.
• Organize training, pre‑shift briefings, post‑shift debriefings, and weekly team meetings.
• Collaborate with Quality, HR, and Administration on performance metrics, compliance, and rewards programs.
• Manage shift schedules, breaks, overtime, and implement corrective actions to reduce attrition.

Required profile

• Minimum 2 years of experience leading a customer service or technical support team.
• Strong organizational, planning, and analytical abilities.
• Effective problem‑solving skills and ability to manage operational challenges.
• Excellent communication skills for coaching and stakeholder coordination.

Required skills

What we offer

• Opportunity to work with a global leader in BPO services.
• Exposure to US‑based processes and shift timings.
• Professional development through training and performance coaching.