GBS Customer Service Team Lead

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Job Description:

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.

Employee Type:   Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.