Team Lead ( Customer Service/ Chat Process )

Globiva; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Globiva in Gurgaon is seeking an experienced Team Leader for Customer Service process to lead an inbound support team and drive upselling targets. Location is Gurgaon with a 6-day work week. The role focuses on coaching, performance management, and ensuring high customer satisfaction.

The ideal candidate has a minimum of 2 years in BPO, at least 1 year as a Team Leader, and strong communication and team handling skills to meet targets and KPIs.

Qualifications

• Minimum 2 years of experience in BPO.
• At least 1 year experience as a Team Leader.
• Strong experience in Inbound Customer Service + Upselling (mandatory).
• Good communication and team handling skills.
• Ability to drive performance and meet targets.

Responsibilities

• Manage and lead a team in an inbound customer service environment
• Drive team performance to achieve KPIs & SLAs
• Ensure quality customer interactions with effective upselling
• Monitor calls, provide feedback, and conduct coaching sessions
• Handle escalations and ensure customer satisfaction
• Maintain team productivity, shrinkage, and adherence

Skills

Inbound customer service

Upselling

Team handling

Communication

Coaching

Performance management

Job description

Hiring: Team Leader- Customer service Process |

Globiva, Gurgaon

We are looking for an experienced Team Leader for Customer serviceprocess at Globiva Gurgaon.

Location: Gurgaon

Working Days: 6 Days a Week

Process Type: Inbound Customer Service + Upselling

Key Responsibilities:

• Manage and lead a team in an inbound customer service environment
• Drive team performance to achieve KPIs & SLAs
• Ensure quality customer interactions with effective upselling
• Monitor calls, provide feedback, and conduct coaching sessions
• Handle escalations and ensure customer satisfaction
• Maintain team productivity, shrinkage, and adherence

Requirements:

• Minimum 2 years of experience in BPO
• At least 1 year experience as a Team Leader
• Strong experience in Inbound Customer Service + Upselling (mandatory)
• Good communication and team handling skills
• Ability to drive performance and meet targets