Firstsource
Team Leader
United States · Full-time · Posted Oct 29, 2026
- Experience
- Minimum of 3 years in customer service operations, including at least 1 year in a leadership role.
- Education
- Bachelor's degree in Business Administration, Management, or a related field.
About the job
Leads customer service representatives and daily operations to improve service quality, efficiency, and customer satisfaction.
What you'll do
- Lead, coach, and train customer service representatives; monitor performance and implement improvement strategies.
- Address client concerns and analyze customer feedback and operational data to identify improvement opportunities.
- Ensure policy and regulatory compliance, collaborate across departments, and report team performance to senior management.
What they ask for
- Strong knowledge of customer service operations, best practices, and performance metrics.
- Proven leadership, communication, interpersonal, and problem-solving skills.
- Ability to analyze data and make informed operational decisions.
- Proficiency in Microsoft Office Suite and data analysis tools; demonstrated record of meeting performance targets and improving customer satisfaction.
Nice to have
- Experience in a BPO, KPO, or Call Centre environment.
- Familiarity with CRM software, quality assurance processes, or customer service training methodologies.
Tools
Microsoft Office Suite, CRM software
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