Ocean Customer Experience Team Lead
Core
Lead and coach a Customer Experience team to deliver high-quality service and outcomes for end-to-end Ocean customer service activities.
Role type
Senior Team Lead, Customer Experience (Voice)
Builds
Customer service operations, case management, and onboarding processes
Domain
Shipping and Logistics / International BPO
Required skills
Team leadership, Voice customer service, SLA/KPI management, Process improvement, Stakeholder management, Performance management, Problem solving, Operational metrics monitoring, Escalation management, Resource allocation
Preferred skills
Shipping and Logistics industry experience, Team Leader/SME experience, Global/multicultural environment experience, Coaching and development experience
Technologies
None stated
Responsibilities
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.