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Job Description:

GBS Customer Service Team Leader
Job Summary
This position is responsible for supporting the day-to-day execution of contact center operations within a designated team. Reporting to the Customer Service Supervisor, the Team Leader ensures adherence to established processes, service standards, and performance expectations. This role focuses on monitoring team performance, providing first-line support and coaching, and escalating operational risks or customer concerns as needed.




The Team Leader works closely with the Supervisor to implement action plans, maintain service levels, and drive continuous improvement within the team. While not owning overall operational decisions, this position plays a critical role in executing direction, reinforcing standards, and ensuring consistent customer experience.

Experience range : 5 to 8 years

Note:
- Role based in Chennai.
- US working hours required(Night Shift)

Responsibilities:
- Supports the Supervisor in monitoring daily team performance across key metrics (quality, productivity, customer experience).
- Reviews call and operational data to identify immediate issues and escalates trends or risks to the Supervisor.
- Provides real-time coaching and feedback to team members to ensure customer interactions are accurate, complete, and skilled.
- Acts as the first point of contact for agent support, addressing questions, clarifying procedures, and

📌 GBS Customer Service Team Lead (Tiruchirappalli)
🏢 UPS
📍 Tiruchirappalli