Service Delivery - Customer Service

Job Description:
We're looking for a Team Leader to manage a customer service team in the shipping & logistics domain. The role involves driving team performance, ensuring service delivery targets are met, and acting as the first point of escalation for floor-level queries.

Key Responsibilities:

• Serve as first-level escalation for team queries; verify productivity & accuracy numbers
• Deliver on service level, quality, and productivity targets
• Drive continuous process improvement through quality initiatives
• Prepare and analyze dashboards and performance reports
• Manage team development, engagement, and attrition control
• Conduct performance appraisals and provide regular feedback
• Handle shift scheduling and leave planning for the team
• Liaise with Area office and Manager on performance and issues
• Provide data-driven business insights using Excel/BI tools

Desired Skills:

• Strong communication skills (written & spoken)
• Proficiency in MS Excel, QlikView, Power BI (R/Python a plus)
• Strong analytical and problem-solving ability
• Team management and people leadership skills
• Flexible to work in shifts (including night shifts)
• Positive attitude, high ownership, and a team-player mindset

Working Conditions: Willingness to work in shifts (including nights) and travel as required.