What you will do

- Have solid leadership experience in managing voice-based customer support teams, preferably supporting US customers or global processes.
- Demonstrate excellent communication skills, with the ability to coach teams on call handling, customer experience, and stakeholder interactions.
- Are highly customer-centric and can drive a culture focused on quality, empathy, and resolution excellence.
- Have a proven track record of managing team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
- Possess strong problem-solving and decision-making skills, with the ability to handle escalations and complex customer issues effectively.
- Are experienced in hiring, onboarding, and developing high-performing teams in a fast-paced environment.
- Can drive operational excellence by ensuring adherence to processes, compliance standards, and continuous improvement initiatives.
- Have the ability to collaborate cross-functionally with operations, training, quality, and other support teams to deliver seamless outcomes.
- Are proactive in identifying trends, analyzing root causes, and implementing corrective and preventive actions.
- Are comfortable working in a dynamic, high-growth environment with shifting priorities and aggressive hiring or delivery timelines.
- Have strong analytical skills and are proficient in using tools and reports to drive data-backed decisions.

You will be a great fit if you

- Lead and manage a team of call agents supporting US-based shippers, ensuring high-quality customer interactions and consistent service delivery.
- Drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
- Oversee day-to-day operations,



ensuring seamless handling of customer inquiries, bookings, complaints, and issue resolutions.
- Coach, mentor, and develop team members through regular feedback, call audits, and performance reviews.
- Manage escalations and complex customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
- Collaborate with cross-functional teams (operations, training, quality, and support functions) to improve processes and enhance customer experience.
- Analyze performance data and operational trends to identify gaps, drive corrective actions, and implement continuous improvement initiatives.
- Ensure strict adherence to defined processes, compliance standards, and quality guidelines.
- Support hiring, onboarding, and training of new agents to build a high-performing and scalable team.
- Proactively identify service risks and implement preventive measures to minimize customer impact.
- Drive a customer-centric culture within the team, promoting ownership, accountability, and excellence in service delivery.
- Manage workforce planning, scheduling, and resource allocation to meet business requirements and ramp timelines.

What you can expect

- Attractive remuneration package
- Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
- A supportive and inclusive work environment.
- Mentorship and guidance from industry professionals.
- Exposure to real-world projects and challenges in Marketing, Operations and other functions.
- Valuable skills and experience to enhance your resume.
- Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be

📌 Customer Experience Manager (Gurugram)
🏢 FedEx
📍 Gurugram