Ocean Customer Experience Team Lead

Overview

Lead and develop a Customer Experience team delivering end-to-end Ocean customer service, meeting agreed SLAs and KPIs and driving operational excellence.

What you'll do

• Lead and coach a Customer Experience team to deliver high-quality service and customer outcomes.
• Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards.
• Monitor team performance, productivity, quality, customer experience, and operational metrics.
• Manage day-to-day customer service operations including case management, customer communication, onboarding, disputes, and escalations.
• Drive employee engagement through regular coaching, feedback, performance management, and development.
• Identify process improvement, simplification, automation, and productivity opportunities.
• Manage customer escalations and ensure timely resolution of service issues.
• Partner effectively with business stakeholders and cross-functional teams.
• Ensure process documentation, controls, compliance, risk management, and business continuity requirements are maintained.
• Support capacity planning, workload management, and effective allocation of resources.

What you'll need

• Graduate with relevant Customer Experience/Customer Service experience, preferably within an International BPO environment.
• Minimum 3 years of Team Handling experience in an International Calling BPO environment, with a proven track record of leading customer service teams, driving performance, and achieving operational KPIs.
• In depth understanding of end-to-end Ocean/customer service processes.
• Prior hands-on call-taking/voice customer service experience is mandatory.
• Strong communication and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage customer escalations and work effectively under pressure.
• Customer-centric, result-oriented, and continuous-improvement mindset.

Nice to have

• Experience within the Shipping and Logistics industry.
• Previous Team Leader/SME experience with responsibility for coaching and performance management.
• Experience working in a global and multicultural environment.

Details

• Location: Airoli, India.