GBS Sr Customer Service Rep

UPS; Mumbai Suburban; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

UPS in Mumbai Suburban, India is seeking a PCA Team Lead to guide operations and drive performance within the team. The role involves setting priorities and ensuring clear objectives are communicated to team members across shifts, with emphasis on efficiency and quality.

You will lead by example, delegate tasks, monitor KPIs, coach staff, resolve issues, and coordinate with other departments to ensure smooth workflows and continuous development of team capabilities.

Responsibilities

• 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.

Job description

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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 is committed to providing a workplace free of discrimination, harassment, and retaliation.