{"id":4316359,"url":"https://alion.io/job/firstsource-team-leader-4","title":"Team Leader","company":{"id":1795846,"name":"Firstsource","domain":"firstsource.com","url":"https://alion.io/company/firstsource","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","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":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-11-13T00:00:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-14T16:19:07Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Title: Team Leader (Associate)\nLocation: Amherst, Amherst (Volume)\nJob Summary:\nWe are seeking a dedicated and experienced Team Leader (Associate) with a strong background in Customer Service Operations to join our dynamic team in Amherst. The ideal candidate will be responsible for overseeing daily operations, ensuring exceptional service delivery, and leading a team of customer service representatives. This role requires a proactive leader who can drive performance, enhance customer satisfaction, and foster a positive work environment.\nResponsibilities:\nLead and manage a team of customer service representatives, providing guidance, support, and training to ensure high performance.\nMonitor team performance metrics and implement strategies to improve service quality and efficiency.\nDevelop and maintain strong relationships with clients, addressing any issues or concerns promptly and effectively.\nConduct regular team meetings to communicate updates, share best practices, and motivate team members.\nAnalyze customer feedback and operational data to identify trends and areas for improvement.\nEnsure compliance with company policies and procedures, as well as industry regulations.\nCollaborate with other departments to enhance service delivery and operational processes.\nPrepare and present reports on team performance and customer satisfaction to senior management.\nMandatory Skills:\nStrong knowledge of Customer Service Operations, including best practices and performance metrics.\nProven leadership skills with the ability to motivate and develop a team.\nExcellent communication and interpersonal skills, with a focus on customer satisfaction.\nAbility to analyze data and make informed decisions to drive operational improvements.\nStrong problem-solving skills and the ability to handle challenging situations effectively.\nPreferred Skills:\nExperience in a BPO, KPO, or Call Centre environment.\nFamiliarity with customer relationship management (CRM) software.\nKnowledge of quality assurance processes and customer service training methodologies.\nAbility to adapt to changing business needs and work in a fast-paced environment.\nQualifications:\nBachelor's degree in Business Administration, Management, or a related field.\nMinimum of 3 years of experience in customer service operations, with at least 1 year in a leadership role.\nProven track record of achieving performance targets and enhancing customer satisfaction.\nStrong proficiency in Microsoft Office Suite and data analysis tools.\nIf you are a results-driven leader with a passion for customer service and a commitment to excellence, we invite you to apply for the Team Leader (Associate) position in Amherst. Join us in delivering outstanding service and making a positive impact on our customers and team members.","description_format":"text","description_chars":2795,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-14T16:19:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":122500,"route":null,"cap_exempt":false,"checked_at":"2026-11-14T07:33:33+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":19,"reasons":["conf:1","win:early"],"computed_at":"2026-11-14T18:06:52Z"},"pay":null,"html_url":"https://alion.io/job/firstsource-team-leader-4","json_url":"https://alion.io/job/firstsource-team-leader-4.json","meta":{"generated_at":"2026-11-14T18:06:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21300,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795846},"rest":"https://alion.io/mcp/rest/get_company?id=1795846"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirstsource-team-leader-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirstsource-team-leader-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirstsource-team-leader-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firstsource-team-leader-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstsource-team-leader-4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4316359}},{"tool":"search_jobs","arguments":{"company":"firstsource.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4316359},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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