Job Description:
We're looking for a Team Leader to manage a customer service team in the shipping & logistics domain. The role involves driving team performance, ensuring service delivery targets are met, and acting as the first point of escalation for floor-level queries.

Key Responsibilities:
Serve as first-level escalation for team queries; verify productivity & accuracy numbers
Deliver on service level, quality, and productivity targets
Drive continuous process improvement through quality initiatives
Prepare and analyze dashboards and performance reports
Manage team development, engagement, and attrition control
Conduct performance appraisals and provide regular feedback
Handle shift scheduling and leave planning for the team




Liaise with Area office and Manager on performance and issues
Provide data-driven business insights using Excel/BI tools

Desired Skills:
Solid communication skills (written & spoken)
Proficiency in MS Excel, QlikView, Power BI (R/Python a plus)
Robust analytical and problem-solving ability
Team management and people leadership skills
Adaptable to work in shifts (including night shifts)
Positive attitude, high ownership, and a team-player mindset

Working Conditions: Willingness to work in shifts (including nights) and travel as required.

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