US Customer Service Team Leader

164 UPS Logistics Private Limited; India; On-site; INR 5,753,000 - 7,670,000; Full time

Job summary

164 UPS Logistics Private Limited is seeking a US Customer Service Team Leader to guide the team, monitor KPIs, and drive performance. The role includes coaching CCRs, handling escalations, and coordinating with WFM and other internal teams to ensure optimal service delivery for US-based customers.

The candidate should excel in English communication, be adept at QA audits, and manage emails and calls with a customer-first approach.

Qualifications

• Graduate in any stream with UPS US customer service exposure preferred.
• Strong written and verbal English communication skills.
• Proven ability to coach and mentor agents and manage KPIs.

Responsibilities

• Lead US Customer Service team and manage KPIs and productivity.
• Coach, train, and mentor CCRs for quality and performance.
• Handle escalations (RCA) and support staffing per WFM needs.
• Plan, organize, and prioritize work to meet customer expectations.
• Collaborate with cross-functional teams to resolve issues and improve processes.

Skills

English communication

MS Office proficiency

Problem-solving

Team leadership

Customer service excellence

Shift flexibility

Education

Graduate in any stream

Tools

Voice/BO support platforms

CEC and customer service software

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. 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

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.