Job location : Gurugram
Position : Team Leader- Customer Service
Division : BPO, 5 days working for US Process and US shift timings
Experience : Min 2 years as Team handling experience in Customer Service and Technical Support
Role & Responsibilities
Lead and manage a team of 12–20 Customer Service Associates
Motivate team members to consistently achieve client-defined SLAs and KPIs
Ensure strict adherence to quality standards and process guidelines
Conduct regular floor walks to supervise, coordinate, and monitor team activities
Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling
Demonstrate strong organizational, planning, and analytical skills
Utilize basic arithmetic and statistical skills for data analysis and report generation
Apply effective problem-solving skills to address operational challenges
Key Performance Indicators & Team Management
Handle customer and proces...