Team Lead – International Voice

About the role

Firstsource is seeking a proactive Team Lead for its International Voice operations in Gurugram. You will oversee a team of 12‑20 Customer Service Associates handling US‑based processes and shift timings, ensuring high‑quality service delivery.

Key responsibilities

• Lead, coach and motivate a team of 12‑20 associates to meet client‑defined SLAs and KPIs.
• Monitor live calls and chats, provide real‑time feedback, and conduct regular call‑listening and coaching sessions.
• Handle escalations, resolve process‑related queries and employee grievances.
• Collaborate with Quality, HR and Administration to review performance metrics, manage schedules, breaks, overtime and compliance.
• Organise training programmes, pre‑shift briefings, post‑shift debriefings and weekly team meetings.
• Implement corrective actions, develop strategies to reduce attrition and absenteeism, and drive Rewards & Recognition initiatives.

Required profile

• Minimum 2 years of experience in team handling within Customer Service or Technical Support.
• Graduate degree in any discipline.
• Strong organisational, planning and analytical abilities.
• Proven ability to manage performance, conduct appraisals and deliver constructive feedback.

Required skills