{"id":2070020,"url":"https://alion.io/job/firstsource-team-leader-2","title":"Team Leader","company":{"id":1795846,"name":"Firstsource","domain":"firstsource.com","url":"https://alion.io/company/firstsource","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":28000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-09T19:44:58Z","board_verified":false,"closed_at":"2026-10-09T19:44:58Z","days_open":9,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":9},"description":"Job Summary\nThe Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.\nAll H1, H and G grade employees can apply. It will be a lateral movement for G grade employees and vertical movement for H1 & H grade employees.\nApplicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st of Sept 2026\nPerformance rating of CME or above in the last 6 months with no monthly BE rating.\nNo documented disciplinary issues/PIP in the last 6 months.\nNo Attendance Issues in the past year.\nNo leave request in the coming 3 months.\nCurrent Voice experience mandatory.\nKey Responsibilities\nLeading a team of CSAs and motivate them to achieve team’s SLA (Client Targets & Quality Parameters).\nFloors walk regularly to supervise, coordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing.\nMaintains reports of day-to-day activities & uses the analysis to better Performance.\nHandles any escalations that an advisor is unable to handle, solves process related queries and handles grievances.\nMonitoring Team’s Performance and coaches them to enhance their performance.\nPrioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or break management, as necessary.\nMaintains Team Shrinkage.\nOrganizes daily/weekly team meetings to update the associates on any process changes, quality issues, and team SLAs.\nInitiates and administers the recognition program for the team.\nContributes towards Retention & Low Attrition numbers.\nEnsure schedule adherence and meet required production hours.\nMaintain compliance with Client and Firstsource, improve collection effectiveness, Customer Experience and Quality standards.\nUse and share performance data to improve team productivity and meet financial targets.\nEnsure compliance with internal policies, client standards, and applicable laws.\nFoster team development through continuous training, mentoring, and support.\nMonitor team KPIs and report regularly on performance to the Operations Manager.\nLead disciplinary processes in line with company policy.\nAchieve or exceed targets related to attrition and employee retention.\n\nKey Performance Indicators (KPIs)\nAbility to analyze and interpret operational data to inform decisions.\nProblem-solving: Define issues, collect data, and draw valid conclusions.\nFulfillment of all assigned responsibilities and duties.\nReporting Structure\nThis position reports directly to the Operations Manager.\nEducation & Experience\n12th pass and above\n18-24 months of most recent BPO VOICE collections experience as a team leader on paper\nPrior BPO customer service experience might be an advantage\nSkills & Abilities\nStrong verbal and written communication skills\nAbility to read and interpret technical documentation\nBasic math skills (percentages, ratios)\nStrong analytical and problem-solving skills\nIntermediate computer skills:\nMicrosoft Office\nWindows and macOS\nComfortable working with tablets, smartphones, laptops, and desktops\nProfessional, patient, and customer-focused demeanor\nSelf-motivated and able to work independently in a WFO environment\nTime Management\n\nShifts\n\nShift Start Time 17:00 IST || Shift End Time 07:30 IST\nMONDAY TO SATURDAY WORKING\nROTATIONAL SHIFTS\n\nOffs\n\nSPLIT OFFs\nNeed to work on Sat as per client requirement\n\nLocation\n\nWFO\nMALAD, Mumbai\n\nImportant Note:\nProbation will be 6 months from client certification & accreditation date.\nAll applicants must keep their immediate supervisors informed before applying for the position.\nPromotion to the grade will be based on individual performance, alignment with business requirements & completion of all BGV Checks, client certification & accreditation.\nIn case the candidate does not clear client certification/accreditation, the employee will be sent back to the previous role and process he/she came from.\nNo grade or CTC change for lateral movement.\nOnce a candidate is selected for an IMP & joins the new role, they will not be considered or released for any alternate IMP opportunity until completion of probation or 6 months whichever is later.\nThe selected candidates must be released with immediate effect from the date of the announcement of the results.","description_format":"text","description_chars":4625,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Health Care","Professional 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