Lead Logistics CX Team Leader
Core
Lead a team of agents managing a portfolio of clients, optimizing delivery of non-physical and outsourced physical products, and providing proactive support within a specific geography.
Role type
Senior IC logistics customer experience team leader
Builds
Customer service operations and client relationships for logistics and transportation
Domain
Logistics and Transportation
Required skills
Team leadership, Change management, Process adherence, Client relationship building, Problem solving, KPI reporting, Talent development, Cost control, Project implementation, End-to-end logistics knowledge
Preferred skills
Intermediate to advanced English, Business communication, Urgency, Results orientation
Technologies
KPI dashboards, SOP/IOP systems
Responsibilities
Train and lead team members, Drive change management projects, Ensure team compliance with standard processes and client SOPs, Onboard new team members, Build strong client relationships, Resolve client issues, Set clear goals and guide team performance, Attract and retain talent, Ensure profitability and cost control, Assist in new account implementation tasks
Seniority
Senior, hands-on IC