Company Profile
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Location: Bangalore
Lead and manage a team to achieve productivity, quality, and SLA targets.
Monitor performance through KPIs and drive improvements via audit, coaching, and feedback.
Ensure adherence to process, compliance, and regulatory requirements.
Identify process gaps and drive improvements in collaboration with relevant teams.
Coordinate with internal stakeholders to ensure smooth operations.
Manage client POC through regular daily and weekly connects, ensuring alignment and issue resolution.
Prepare and analyze MIS reports, highlighting risks and insights.
Support onboarding, training, and continuous upskilling of team members.
Manage workload distribution and ensure optimal resource utilization.
Handle escalations and resolve process or customer-impacting issues.
Drive team engagement and support retention initiatives.
Identify risks and implement controls to ensure operational stability.
Should be quality driven.
Should be comfortable with rotational shifts.
Basic knowledge of MS-Office (Excel and Word).
Proficiency in Grammatically correct English Communication.
Rapport building skills.
No absenteeism or tardiness issues.
Willing to take on challenging assignments.
Willingness to work in rotational shifts and during holiday / weekend.
Ability to work under pressure.
Ability to deliver on time and as per specifications.
Presentation skills (plus factor).
Confident, patient, and positive mindset.
