CRITICAL REQUIREMENTS:

• High School /SHS Graduate, Bachelor’s degree or equivalent experience is acceptable

• Open for Filipinos and local applicants only
• With the latest Team Leader experience handling Telco accounts for at least 2 years in a BPO setting
• With strong technical support experience, particularly in troubleshooting, AT&T, or other related campaigns
• Demonstrates strong commitment and are a good cultural fit for Firstsource.
• Should be living near the office location of the company to avoid any proximity issues
• Ability to analyze and interpret operational data to inform decisions.
• Problem-solving: Define issues, collect data, and draw valid conclusions.
• Fulfillment of all assigned responsibilities and duties.

Job Summary:

The 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.

Key Responsibilities:

 Ensure schedule adherence and meet required production hours.
 Maintain compliance with Client and Firstsource Customer Experience and Quality standards.
 Use and share performance data to improve team productivity and meet financial targets.
 Conduct performance evaluations and offer coaching for ongoing employee development.
 Ensure compliance with internal policies, client standards, and applicable laws.
 Foster team development through continuous training, mentoring, and support.
 Monitor team KPIs and report regularly on performance to the Operations Manager.
 Lead disciplinary processes in line with company policy.

Key Performance Indicators (KPIs)

 Ability to analyze and interpret operational data to inform decisions.
 Problem-solving: Define issues, collect data, and draw valid conclusions.
 Fulfillment of all assigned responsibilities and duties.