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Job Description:

INTERNAL JOB POSTINGS & CAREER DEVELOPMENT OPPORTUNITIES

Team Leader Position

Job Summary

Team Lead is a full-time position responsible for providing departmental administrative,

coaching, technical training and support to associates ensuring accurate and efficient.

identification and application of customer payments. Judgment and independent initiative

may be required to identify, adapt and apply approaches to solve problems. This position

monitors the efficiency of processes at their maximum level and ensures process, policy, and

procedure changes are administered.

Key Responsibilities:

• Act as a liaison between Associates and Supervisors.
• Delegate / Assign tasks to associates.
• Coach associates to maintain service levels.
• Shares skill and knowledge with associates while addressing questions regarding the systems and work.
• Stays current on service features and system enhancements through formal and informal training.
• Assist and support associates with difficult work-related situations.
• Empowered to take ownership of associate inquiries and concerns and to follow through on resolutions to ensure complete external and internal customer satisfaction.
• Responsible for providing assistance to resolve any problems that arise in the department.
• Prioritize the workflow to meet the deadlines of the department.
• Communicates to Supervisor any issues or problems that need escalation or management attention.
• Identifies and implements changes and process improvements to maximize efficiency, decrease errors, and reduce costs within the department.
• Reviews status and quality reports and adjusts controls to ensure proper procedures and corrective action steps are in place.
• Reviews processes to ensure efficiencies are maximized within the department.
• Conducts audits, identifies exceptions, implements corrective actions, reports findings, and maintains schedules to ensure compliance with internal audit.

Supervises and Develops Others:

• Is expected to be the leader of the work group.
• Determines employees’ training needs to produce continuous development plans.
• Provides on-going feedback and support to improve performance.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.

Skills set required:

• Must have effective and professional communication skills to work with internal and external customers.

• Must be a team builder who facilitates cooperation.
• Ability to work independently, make sound judgments, without supervision based on the needs of the process.
• Flexible & willingness to accept change and perform additional duties as assigned according to business requirements.
• Utilize advanced Excel functions to analyze data, create reports, and develop actionable insights.

Prerequisites:

• Graduate/ Post graduate in any discipline. Finance & Accounting (preferred)
• Excellent verbal and written communication skills
• Self-Driven
• Influence And Persuasion
• Strong customer orientation
• Knowledge of MS office
• Prior BPO experience preferred
• Management experience, if any will be preferred

Additional Notes:

• Once the employee is selected for the position, he/she cannot cancel the job transfer.
• If the employee who has been selected has any pre-approved leaves for the later months, then it has to be approved again by the new team Supervisor/Manager.

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.