Full job descriptionJob Description:
Team Leader – Operation
Join Firstsource UK | Glasgow | On-site | £28,000 per annum (including bonus)
Location: Glasgow
Working Pattern: 37.5 between Monday - Saturday 8am-8pm
Contract: Full-time
Salary: £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