GBS Sr Customer Service Rep

United Parcel Service, Inc.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

UPS is seeking a PCA Team Lead in Mumbai to guide daily operations on the 1200 IST to 2100 IST shift. You will set goals, delegate tasks, monitor KPIs, and coach team members to maintain productivity and quality.

This permanent role offers opportunities to coordinate with other departments and resolve issues while contributing to a culture that values safety, inclusivity, and continuous improvement.

Responsibilities

• Set clear objectives and communicate priorities to team members.
• Break broader business or departmental goals into tasks and targets that employees can work toward.
• Assign tasks based on employees’ skills, experience, availability, and workload.
• Monitor progress and redistribute work when priorities or deadlines change.
• Provide guidance, feedback, and support to help employees perform their roles effectively.
• Share updates on team performance, progress, challenges, and resource requirements with managers and relevant stakeholders.
• Work with other departments to coordinate tasks, share information, resolve dependencies, and keep projects moving forward.

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Position: PCA Team Lead Shift hours: 1200 IST to 2100 IST

Set Team Goals and Priorities:

• Set clear objectives and communicate priorities to team members.
• Break broader business or departmental goals into tasks and targets that employees can work toward.

Delegate Tasks and Manage Workflows:

• Assign tasks based on employees’ skills, experience, availability, and workload.
• Monitor progress and redistribute work when priorities or deadlines change.

Monitor Team Performance:

• Track individual and team performance against relevant targets, deadlines, quality standards, or key performance indicators (KPIs).
• Identify performance gaps and take appropriate action to address them.

Coach and Support Team Members:

• Provide guidance, feedback, and support to help employees perform their roles effectively.
• Team leaders may also identify training needs, mentor employees, and support new hires during onboarding.

Resolve Work-Related Issues:

• Address problems that affect productivity, quality, deadlines, or team collaboration.
• This may include resolving disagreements between team members, handling escalations, or coordinating with other departments to solve operational issues.

Communicate with Management and Stakeholders:

• Share updates on team performance, progress, challenges, and resource requirements with managers and relevant stakeholders.
• Communicate changes in priorities or processes to team members.

Coordinate with Other Teams:

• Work with other departments to coordinate tasks, share information, resolve dependencies, and keep projects or processes moving forward.

Support Employee Development:

• Identify areas for improvement and encourage learning through training, mentoring, feedback, and opportunities to take on additional responsibilities.

Employee Type: Permanent

UPS Values and Culture:

• UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
• In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service.
• Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters.
• UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small.
• UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.