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Job location : Gurugram Position : Team Leader- Customer Service Division : BPO, 5 days working for US Process and US shift timings Experience : Min 2 years as Team handling experience in Customer Service and Technical Support Role & Responsibilities Lead and manage a team of 12–20 Customer Service Associates Motivate team members to consistently achieve client-defined SLAs and KPIs Ensure strict adherence to quality standards and process guidelines Conduct regular floor walks to supervise, coordinate, and monitor team activities Ensure prompt, courteous, and accurate customer responses through effective planning, organizing, leading, and controlling Demonstrate strong organizational, planning, and analytical skills Utilize basic arithmetic and statistical skills for data analysis and report generation Apply effective problem-solving skills to address operational challenges Key Performance Indicators & Team Management Handle customer and process escalations unresolved by associates Res...