Team Lead

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Roles & Responsibilities

• Lead and manage the Call Quality monitoring team
• Ensure team members meet performance targets and deliver high-quality service under pressure.
• Holding regular planning and reporting meetings.
• Auditing and evaluating the performance of frontline staff.
• Providing oral feedback to employees.
• Monitor work allocation, pipeline management daily across all processes manage.
• Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting, and special projects.
• Identify talent and mentor next level leaders.
• Monitor and evaluate staff performance, attendance and generate reports, as necessary.
• Ability to communicate effectively (both verbal and written communication) with multiple internal and external stakeholders
• Participative in team bonding, offline activities as necessary
• Assist new team members in need and breed the team culture
  
  

• US Residential “mortgage servicing knowledge”.
• (Industry Experience: Experience in any Mortgage Processes (Mortgage Servicing) with exposure to handling US calls (especially collections, Customer support)
• Willingness to work from office and in night shifts.
• Communicate effectively, both orally and in writing (Good command over verbal and written communication skills)
• Flexibility to meet business requirements and fluctuating workload
• Organize, prioritize, and schedule work assignments.
• Should have good Excel and PPT presenting skills
• Team handling, Reporting and Deck reviews and presentation.
• Foster a cooperative work environment.
• Hardworking and Smart working attitude with openness to feedback