Team Leader

About this role

• Job Description: Team Leader - Operation Join Firstsource UK | Glasgow | On-site | GBP 28,000 per annum (including bonus) Location : Glasgow Working Pattern: 37.5 between Monday - Saturday 8am-8pm Contract : Full-time Salary : GBP 28,000 per annum (including bonus) Start Date : At the earliest About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global intelligence partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities.
• Its inch-wide, mile-deep practitioners work collaboratively to reimagine business process management.
• With operations across the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia, Firstsource combines over twenty-five years of domain expertise with an agent-first delivery model to design, build, and operate intelligent enterprise operations.
• Through its Intelligence That Operates promise, powered by Kairos, the operating system that makes it real, the company unifies consulting, implementation, and operations into a single full-stack engagement and underwrites outcomes, not effort, turning deep domain intelligence into a compounding operational advantage for the world's most regulated industries.
• At Firstsource, our Employee Value Proposition, Brilliant People.
• Bold Tech.
• Uncommon Careers.
• , reflects our commitment to empowering our people, embracing innovative technology, and creating opportunities to learn, grow, and build rewarding careers.
• About the role We are looking for an experienced and motivated Team Leader to lead a team supporting banking customers in Glasgow.
• You will coach and develop colleagues, promote excellent customer service and call quality, and ensure the team achieves its operational targets.
• You will monitor performance, attendance and engagement, provide regular feedback, and identify actions to address risks or development needs.
• By leading by example and fostering a positive, collaborative environment, you will help the team deliver a consistent customer experience while meeting agreed service levels and performance expectations.
• What you'll be doing Lead, motivate and inspire team members to achieve operational targets and deliver an excellent customer experience.
• Coach, support and mentor colleagues to maintain high standards of customer service and call quality for banking customers.
• Communicate operational briefings, process updates, training and announcements clearly and consistently.
• Monitor and review team performance data against agreed KPIs and SLAs, identify risks and implement appropriate action plans.
• Share best practice across the team and wider operation, supporting collaboration and continuous improvement.
• Conduct regular one-to-ones, set measurable objectives, provide constructive feedback and support colleagues' ongoing development.
• What we're looking for Previous leadership experience, with a track record of supporting and developing high-performing teams.
• A passion for excellent customer service, with evidence of delivering strong customer satisfaction results.
• Strong communication, coaching and interpersonal skills, with the ability to engage and motivate colleagues.
• Ability to review and interpret performance information and use it to make informed operational decisions.
• Results-focused, commercially aware and able to work to targets, quality standards, policies, SLAs and KPIs.
• Desirable Experience in a banking, financial services or contact-centre environment would be beneficial.
• Experience using performance data to identify trends, manage attendance and improve team engagement would be an advantage.
• Working pattern & location Location: Glasgow Working model: On-site only Hours: 37.5 hours per week Shift pattern: Monday to Saturday, between 8:00 AM and 8:00 PM Flexibility required: Flexibility to work within the stated shift window and across Monday to Saturday.
• Why Firstsource?
• At Firstsource, you will be part of a team supporting customers and helping deliver a positive banking experience.
• You will have the opportunity to make a meaningful contribution through coaching, developing colleagues and improving team performance.
• Our Employee Value Proposition, Brilliant People.
• Bold Tech.
• Uncommon Careers., reflects our commitment to helping people learn, grow and build rewarding careers.
• We value collaboration, continuous improvement and colleagues who take pride in delivering excellent service.
• Our commitment to inclusion Firstsource is committed to creating an inclusive workplace where people can be themselves and have the opportunity to thrive.
• We welcome applications from people with diverse backgrounds, experiences and perspectives.
• If you need a reasonable adjustment during the recruitment process, please let us know.
• How to apply If this sounds like the right opportunity for you, apply with your CV and we'll be in touch.
• Please ensure your application includes accurate contact details and relevant work experience.
• Work Location: In person

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