Firstsource
Team Leader
United States · Full-time · Posted Oct 29, 2026
- Experience
- At least 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 a customer service team in Amherst, overseeing daily operations, service quality, performance, and customer satisfaction.
What you'll do
- Lead, support, and train customer service representatives; monitor performance and implement improvements.
- Address client issues and analyze customer feedback and operational data to identify improvement opportunities.
- Ensure compliance, collaborate across departments, and report on team performance and customer satisfaction.
What they ask for
- Strong knowledge of customer service operations, best practices, and performance metrics.
- Leadership, communication, interpersonal, data-analysis, decision-making, and problem-solving skills.
- Bachelor's degree in Business Administration, Management, or a related field.
- Track record of meeting performance targets and improving customer satisfaction; proficiency in Microsoft Office Suite and data analysis tools.
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
Model-written summary · the original posting is authoritative