Aug'25 : Customer Support (Blended) - Team Lead Customer Service Gurgaon

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary

A Team Lead level position which requires to manage a direct and indirect team of 25-50 professionals.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by department.

• Manage a team of BPO Supervisors & processors into the area of Accounts payable, collections, sales as per business alignment.

• Timely reporting of data, MIS and related metrics.

• Works with global stakeholders to complete the work requirement with highest accuracy and timeliness.

• Returns or resolves quality control issues in problem queues.

• Meets or exceeds individual productivity requirements.

• Follows standard procedures and introduces all new procedures into daily routine.

• Mentor the team to ensure excellence in performance and motivation levels.

• Identify the areas of training and ensures to work with training function to get that completed.

• Responsible for performance evaluation of the team on regular basis.

• Train and develop new hires to accommodate with company's standards and culture.

• Maintains professional and productive relations and communications with internal customers.

III. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education/Experience

• Education: Any graduate can apply.

• Experience: 4 years to 7 years in International BPO.

B. Other Knowledge, Skills or Abilities Required

Language Ability:

Ability to read and interpret documents such as departmental reporting, e-mail & vendor correspondence.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, proportions and percentages.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of accounting software, database software, M.S. Outlook, M.S. Word, MS Excel and M.S. PowerPoint.

Special Skills:

Problem solving skills, team handling ability, verbal and written communication should be good.

Pace:

The pace should be considered fast. To meet our vendors expectations we work in a very urgent environment.

Team Management:

Team Management skills, team schedule, absence management and coaching.

IV. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) part of the work day;

• Required to exert physical effort in handling objects less than 30 pounds occasionally;

• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;

• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;

• Normal setting for this job is an office setting.