Avant de postuler à un emploi, sélectionnez votre langue de préférence parmi les options disponibles en haut à droite de cette page.
Découvrez votre prochaine opportunité au sein d'une organisation qui compte parmi les 500 plus importantes entreprises mondiales. Envisagez des opportunités innovantes, découvrez notre culture enrichissante et travaillez avec des équipes talentueuses qui vous poussent à vous développer chaque jour. Nous savons ce qu’il faut faire pour diriger UPS vers l'avenir : des personnes passionnées dotées d’une combinaison unique de compétences. Si vous avez les qualités, de la motivation, de l'autonomie ou le leadership pour diriger des équipes, il existe des postes adaptés à vos aspirations et à vos compétences d'aujourd'hui et de demain.
Fiche de poste :
GBS Customer Service Team Leader
Job Summary
This position is responsible for supporting the day-to-day execution of contact center operations within a designated team. Reporting to the Customer Service Supervisor, the Team Leader ensures adherence to established processes, service standards, and performance expectations. This role focuses on monitoring team performance, providing first-line support and coaching, and escalating operational risks or customer concerns as needed.
The Team Leader works closely with the Supervisor to implement action plans, maintain service levels, and drive continuous improvement within the team. While not owning overall operational decisions, this position plays a critical role in executing direction, reinforcing standards, and ensuring consistent customer experience.
Experience range : 5 to 8 years
Note:
-
Role based in Chennai.
-
US working hours required(Night Shift)
Responsibilities:
-
Supports the Supervisor in monitoring daily team performance across key metrics (quality, productivity, customer experience).
-
Reviews call and operational data to identify immediate issues and escalates trends or risks to the Supervisor.
-
Provides real-time coaching and feedback to team members to ensure customer interactions are accurate, complete, and professional.
-
Acts as the first point of contact for agent support, addressing questions, clarifying procedures, and assisting with issue resolution.
-
Handles selected escalated customer interactions and ensures proper documentation and follow-up.
-
Assists in implementing action plans defined by the Supervisor to improve performance and close gaps.
-
Monitors adherence to processes, policies, and quality standards; flags non-compliance for further review.
-
Supports training and onboarding activities for new and existing team members.
-
Partners with the Supervisor on identifying development needs and reinforcing continuous improvement initiatives.
-
Contributes to maintaining a positive team environment that promotes engagement, accountability, and performance.
Qualifications:
-
Bachelor’s Degree or equivalent experience.
-
Strong attention to detail with ability to follow established processes and identify deviations.
-
Basic experience in analyzing performance data and recognizing patterns or issues.
-
Demonstrated ability to support problem resolution and escalate appropriately when needed.
-
Effective communication skills to provide clear guidance and feedback to team members.
-
Experience in customer service environment – Required.
-
Experience in a team lead or informal leadership role – Preferred.
-
Proficiency in Microsoft Office or similar tools – Preferred.
Type de contrat:
en CDI
Chez UPS, égalité des chances, traitement équitable et environnement de travail inclusif sont des valeurs clefs auxquelles nous sommes attachés.
