US Customer Service Team Leader

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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.

• 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

• 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

• 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:

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