US Customer Service Team Leader

UPS; Chennai; On-site; INR 750,000 - 1,100,000; Full time

Job summary

UPS in Chennai is seeking a US Customer Service Team Leader to guide a CCR team serving US-based customers. You will manage KPIs, coach agents, handle escalations, and align processes with UPS policies.

The role requires training, mentoring, and effective collaboration with WFM, NOC, IE, and Claims to ensure top-notch service delivery across calls and emails.

Qualifications

• Graduate in any stream.
• Minimum 1 year UPS US customer service experience.
• Understanding of processes, policies, and interaction standards.

Responsibilities

• Trains, coaches, and mentors’ agents
• Subject Matter Expert in customer service
• Conducts quality audits, evaluations and feedback
• First point of contact for escalations
• Reporting and presentation to Leadership
• Understand customer needs and offer solutions that align with UPS Logistics services and policies
• Manage calls/emails queues while maintaining a high standard of service
• Stay informed about UPS Logistics’ products, services, and operational guidelines
• Collaborate with internal teams like WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution
• Identify and suggest areas for process improvement to enhance customer satisfaction

Skills

English Fluency

MS Office

Problem Solving

Team Management

Customer Service

Escalation Handling

WFM Collaboration

Documentation & Email

Decision Making

Shift Work

Education

Graduate in any stream

Tools

Voice/BO Support Platforms

CEC

CRM Software

Email Tools

Job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

US Customer Service Team Leader is required to lead the team, manage KPIs, individual performances, and meet the set goals. He/she is also responsible for training, coaching, and mentoring CCRs to be successful in accomplishing quality and productivity goals. The Team Leader will take escalation calls, manage escalations by conducting RCA, and monitor staffing requirements as per WFM requirements and volumes in queue. The Team Leader should be conducting side by side OJS, audit and share feedback. He/she should also monitor agents to measure emails and inbound/outbound calls and provide feedback as needed. The Team Leader should work with the supervisor to identify department needs and goals. The Team Leader will plan, organize, and prioritize work; proofread emails/documents, and handles day-to-day process requirements. This position coordinates the needs and efforts of employees to ensure customer satisfaction is met. In this role, the Team Leader is expected to deliver top-notch customer service through live calls/emails, assisting US‑based customers with their logistics and shipping needs.

Key Responsibilities:

• Trains, coaches, and mentors’ agents

• Subject Matter Expert in customer service

• Conducts quality audits, evaluations and determines feedback

• First point of contact for escalations

• Reporting and presentation to Leadership

• Understand customer needs and offer solutions that align with UPS Logistics services and policies

• Manage calls/emails queues while maintaining a high standard of service

• Stay informed about UPS Logistics’ products, services, and operational guidelines

• Collaborate with internal teams like WFM, NOC, IE, Claims, etc. to ensure prompt and effective issue resolution

• Identify and suggest areas for process improvement to enhance customer satisfaction

Knowledge & Skills:

• Fluency in English with excellent written and verbal communication

• Excellent knowledge of MS Office applications (Excel, PowerPoint, Word, and Outlook)

• Strong problem-solving skills with attention to detail

• Ability to analyze a problem by maintaining ownership until a resolution is provided

• Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions

• Excellent interpersonal and active listening skills

• Organized and dependable

• Initiative-taking and willing to be self-taught.

• Confident in making decisions.

• Works well with minimum or no supervision.

• Conflict resolution skillset

• Ability to manage team

• Well versed with knowledge articles

• Proficiency in using voice/BO support platforms, CEC, and other customer service software.

• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones

Qualification & Experience:

• Graduate in any stream

• Minimum 1 year of UPS US customer service experience with strong understanding of processes, policies, and customer interaction standards

Employee Type:

Permanent

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