Team Leader

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, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

Role & Responsibilities:

• Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business.
• Coaching and feedback to the agents.
• Helps staff develop and acquire skills and knowledge, providing support and guidance.
• Ability to be a passionate advocate for people development and customer experience - rather than be governed by process or rules.
• Confidence to challenge and feedback upwards.
• The ability to judge when it is right to lead or follow.
• Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.
• Effectively uses a range of techniques to motivate colleagues and generate active commitment towards the achievement of team objectives, especially in times of change.
• Uses a range of presentation skills to present and convey information to team members and can facilitate team meetings to pass on and/or obtain information
• Voice/Chat experience in a BPO setup will be an added advantage

Educational/Professional Qualifications:

• Must be a Graduate
• Minimum 2 years of work experience as a process leader

Required Skills:

• Should be quality driven.
• Basic knowledge of MS-Office (Excel and Word).
• Proficiency in Grammatically correct English Communication
• Rapport building skills
• No absenteeism or tardiness issues
• Willing to take on challenging assignments.
• Willingness to work shifts in rotational shift and during holiday / weekend.
• Ability to work under pressure
• Ability to deliver on time and as per specifications
• Presentation skills (plus factor)
• Confident, patient, and positive mind-set

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.