GBS Sr Customer Service Rep

Overview

Lead a PCA team as a Team Lead on the 12:00 PM to 9:00 PM IST shift, setting goals, managing workflows and developing team members.

What you'll do

• Set clear team objectives and communicate priorities to team members.
• Break broader business or departmental goals into tasks and targets employees can work toward.
• Assign tasks based on employees' skills, experience, availability and workload, and redistribute work when priorities or deadlines change.
• Track individual and team performance against targets, deadlines, quality standards or KPIs, and take action to close performance gaps.
• Provide guidance, feedback and support to help employees perform effectively, including training needs, mentoring and onboarding support for new hires.
• Resolve work-related issues affecting productivity, quality, deadlines or team collaboration, including disagreements between team members and escalations.
• Coordinate with other departments to solve operational issues.
• Share updates on team performance, progress, challenges and resource requirements with managers and stakeholders.
• Communicate changes in priorities or processes to team members.
• Work with other teams to coordinate tasks, share information and resolve dependencies.
• Identify areas for improvement and encourage learning through training, mentoring, feedback and additional responsibilities.

Details

• Shift hours: 12:00 IST to 21:00 IST.
• Employment type: Permanent.