Walk-in | Team Leader - Customer Service

WM Universal Solutions; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

5-day work week

Friendly environment

Growth opportunities

Career advancement

Job summary

WM Universal Solutions in Gurgaon is seeking a Team Leader to join its expanding customer service team. You will manage transition calls, stabilize the process, and oversee day-to-day production while coordinating with the manager, US stakeholders, and staff to meet daily targets.

The successful candidate will have excellent English communication, a customer-first mindset, and the ability to lead a team in a fast-paced, international BPO environment.

Qualifications

• Excellent spoken English and communication skills.
• Ability to multitask in a fast-paced environment.
• Proven leadership and team motivation abilities.
• Experience in international BPO, US processes preferred.

Responsibilities

• Act as the point of contact for US stakeholders and internal teams.
• Monitor team productivity, performance, and shrinkage.
• Ensure daily production targets are consistently achieved.
• Provide coaching and feedback for performance improvement.
• Collaborate with the manager and process owners to optimize workflows.

Skills

English communication

Team leadership

Customer focus

Multitasking

Performance management

Job description

Job Title: Team Leader Customer Service
Location: Gurgaon
Job Type: Full-Time
Experience: 5 to 8 Years
Shift: Rotational Shifts
Working Days: 5 Days a Week (Rotational Offs)

About the Role:

The organization is seeking a Team Lead to join its growing team in Gurgaon. In this position, the individual will be responsible for managing transition calls and stabilizing the process, in addition to overseeing day-to-day production. The candidate should establish themselves in their role and collaborate with the manager, US stakeholders, and other staff members to accomplish daily targets based on business expectations. This role requires excellent communication skills, as the individual will need to transition the process and participate in regular meetings with managers.

What You will Do:

• Act as the point of contact for US stakeholders and internal teams.
• Monitor team productivity, performance, and shrinkage.
• Ensure daily production targets are consistently achieved.
• Provide coaching and feedback for performance improvement.
• Collaborate with the manager and process owners to optimize workflows
• Requires production as an individual contributor

What We are Looking For:

• Excellent spoken English and communication skills
• Positive attitude and a customer-first mindset
• Ability to multitask and stay organized in a fast-paced environment
• Proven ability to lead and motivate a team.
• Experience in managing performance and driving results.
• Candidates with experience in international BPO (4 to 7 years) are preferred, especially those that adept at managing email and voice communications for US processes. Candidates who can start immediately will be given preference.

Why Join Us?

• 5-day work week for work-life balance
• Friendly and inclusive work environment
• Fast-paced and engaging role that helps build your career in customer service
• Clear path for internal growth and career advancement