US Customer Service Team Leader

UPS Supply Chain Solutions, Inc.; India; On-site; INR 600,000 - 900,000; Full time

Job summary

UPS Supply Chain Solutions, Inc. is seeking a US Customer Service Team Leader based in India to lead a high-performing team, monitor KPIs, and coach CCRs to achieve quality and productivity goals.

The role requires training, process improvement, and effective communication with internal teams to ensure customer satisfaction across US logistics and shipping services.

Qualifications

• Fluent in English with excellent communication skills.
• Graduate in any stream; UPS US customer service knowledge helpful.

Responsibilities

• Trains, coaches, and mentors agents.
• First point of contact for escalations; manages queues and staffing as per WFM.
• Collaborates with internal teams to ensure prompt resolution; audits and feedback.
• Delivers high standard of service for US-based customers.

Skills

Fluency in English

MS Office

Problem solving

UPS procedures

Interpersonal skills

Organized

Self-taught

Decision making

Team management

Knowledge articles

Voice/BO support platforms

Education

Graduate

Tools

MS Office

Customer service software

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 detailAbility 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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