The Team Leader is responsible for leading a team of Customer Experience Associates supporting Ocean customers in the US market through email and chat channels. The role is accountable for driving operational excellence, customer satisfaction, service delivery, productivity, quality, and people development while ensuring adherence to process governance and customer commitments.
The Team Leader acts as the first line of leadership, enabling the team to deliver an exceptional customer experience while continuously improving operational performance and employee engagement.
Experience & Shift Requirements
• Minimum 10 years of overall professional experience, preferably with a strong background in an International BPO / Customer Experience environment.
• Prior experience in handling international customers and global processes will be preferred.
• Candidates should have excellent communication, customer handling, and stakeholder management skills.
• Must be comfortable working in the US shift: 6:30 PM to 3:30 AM IST.
• Candidates should be flexible to work in a fast-paced,
customer-centric workplace and support business requirements.
Team Management & Leadership
• Lead and manage a team of 12-20 customer experience associates.
• Conduct regular team huddles, coaching sessions, skip-level discussions, and performance reviews.
• Drive employee engagement, motivation, and retention initiatives.
• Foster a culture of accountability, collaboration, continuous learning, and psychological safety.
• Support talent development and succession planning within the team.
Operational Excellence
• Ensure achievement of key service delivery metrics and customer commitments.