Live Connections
Website:
liveconnections.in
Job details:
Team Leader – Customer Service (Shipping & Logistics)
Location: Mumbai
Experience: 5+ Years
Qualification: Graduate from a reputed university
Reporting To: Manager – Service Delivery
Job Summary
We are looking for an experienced Team Leader – Customer Service with a strong background in the shipping and logistics industry. The ideal candidate will lead a customer service team, ensure service delivery excellence, drive productivity and quality, handle escalations, and mentor team members while meeting operational KPIs.
Key Responsibilities
- Lead and manage a team of customer service executives.
- Act as the first point of escalation for customer and process-related issues.
- Monitor team productivity, quality, SLAs, and accuracy.
- Analyze process performance and implement continuous improvement initiatives.
- Prepare dashboards, MIS reports, and performance reports using Excel/Power BI/QlikView.
- Conduct coaching, performance reviews, and team development activities.
- Manage shift planning, leave schedules, and resource allocation.
- Drive employee engagement, reduce attrition, and resolve team grievances.
- Collaborate with global stakeholders and area offices to ensure service excellence.
- Support business continuity initiatives and process compliance.
Required Skills
- 5+ years of experience in Customer Service/Operations within the Shipping & Logistics domain.
- Prior experience leading teams in a BPO, GCC, or shared services environment.
- Strong people management and stakeholder management skills.
- Excellent communication and problem-solving abilities.
- Advanced knowledge of MS Excel; experience with Power BI or QlikView.
- Strong analytical and reporting skills.
- Knowledge of R or Python is an added advantage.
- Flexible to work rotational and night shifts.
Preferred Candidate Profile
- Strong leadership and coaching skills.
- Customer-focused with a continuous improvement mindset.
- Ability to analyze operational data and derive business insights.
- High ownership, integrity, and positive attitude.
- Comfortable working in a fast-paced, target-driven environment.
Work Location: Mumbai
Shift: Rotational (including night shifts)
Click on Apply to know more.