Customer Support (Blended) - Team Lead

You will be working at Waste Management (WM), a Fortune 250 company, which is the leading provider of comprehensive waste and environmental services in North America. The company is deeply committed to operating excellence, professionalism, and financial strength. WM caters to nearly 25 million customers across residential, commercial, industrial, and municipal markets in North America through a wide network of collection operations, transfer stations, landfills, recycling facilities, and waste-based energy production projects. As a Team Lead, you will be responsible for managing a team of 25-50 professionals, both direct and indirect reports. Your role will involve various essential duties and responsibilities to ensure operational efficiency and team performance. This includes timely reporting of data, MIS, and related metrics, collaborating with global stakeholders to meet work requirements accurately and promptly, resolving quality control issues, meeting productivity targets, following standard procedures, and mentoring the team to enhance performance and motivation levels. Additionally, you will identify training needs, work with the training function to address them, conduct regular performance evaluations, and train new hires to align with the company's standards and culture. Maintaining professional and productive relationships with internal customers will also be a crucial aspect of your role. To qualify for this position, you are required to have a minimum of 4 to 7 years of experience in International BPO, coupled with a graduate degree. Proficiency in reading and interpreting documents, strong mathematical skills, reasoning abilities, and computer proficiency in accounting software, database software, M.S. Outlook, M.S. Word, MS Excel, and M.S. PowerPoint are essential. Furthermore, you should possess problem-solving skills, team management abilities, and effective verbal and written communication skills. The work environment demands fast-paced operations to meet vendor expectations promptly. Your role will require strong team management skills, including managing schedules, addressing absences, and providing coaching to team members. The typical setting for this job is an office environment, with occasional requirements for physical effort and exposure to occupational risks and environmental elements. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.,