US Customer Service Team Leader

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• 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.

About Hcmportal

• 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.

Responsibilities

• 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.
• Leader will take escalation calls, manage escalations by conducting RCA, and monitor staffing requirements as per WFM requirements and volumes in queue.
• 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.
• Leader should work with the supervisor to identify department needs and goals.
• 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

Requirements

• 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

Benefits

• Explore your next opportunity at a Fortune Global 500 organization.

Employee Type

Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.