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. He/she should also monitor agents to measure emails and inbound/outbound calls and provide feedback as needed. 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.
Subject Matter Expert in customer service
Conducts quality audits, evaluations and determines feedback
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. Fluency in English with excellent written and verbal communication
Excellent knowledge of MS Office applications (Excel, PowerPoint, Word, and Outlook)
Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
Works well with minimum or no supervision.
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
Qualification & Experience
Minimum 1 year of UPS US customer service experience with robust understanding of processes, policies, and customer interaction standards
en CDI

📌 Nights Customer Service Team Manager (Chennai)
🏢 UPS
📍 Chennai