About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, and Mexico. Our ‘rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Team Lead

Job Type: Full Time

Location: Mexico City, Mexico

Grade:

Function/Department: Operations

Reporting to: Assistant Manager - Operations

Role Description

Provide leadership and training to accomplish the company goals and objectives. Monitor representatives' ability to achieve productivity, efficiency and accuracy of all processes.

Roles & Responsibilities

· Schedule Adherence and Production hours delivery

· Utilize and communicate performance data to enhance team performance to meet monthly financial goals.

· Conduct representative performance evaluations to provide employee coaching and

development for continuous improvement.

· Ensure compliance with company policies, client standards, and federal and state laws.

· Development of staff though ongoing coaching, training and mentoring.

· Oversee team performance measures and provides regular progress reports to manager.

· Conduct employee disciplinary procedures.

Expected Key Results

· Ensure adherence to Client and Firstsource Customer Experience and Quality standard

· Perform consistently to meet performance metrics

· Define problems, collect data, establish facts, and draw valid conclusions.

· Maintain a high level of customer service

· Comply with Federal and state laws.

· Meet or exceed attrition rate targets.

· Ability to handle confidential information.

Work Experience Requirement

• At least 1 year of experience as a Team Leader
• Basic to intermediate Excel skills
• Advanced English
• Experience managing people in a call center environment
• Teamwork orientation
• Strong computer skills
• Excellent interpersonal skills
• Sense of urgency
• Familiarity with SMART methodology or similar frameworks
• Good time management skills

What we offer

• Competitive salary base on experience
• Attendance bonus
• Performance bonus
• Vales de despensa of 10% of your salary
• Cereal bar
• Life insurance
• Totalpass discounts

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