Customer Care Team Leader

Responsibilities

• Lead a team of calling agents handling US shipper interactions to ensure high-quality customer service
• Monitor and drive team performance against key metrics including CSAT, QA, AHT, productivity, and SLA adherence
• Provide real-time support to agents and handle complex customer escalations
• Conduct regular call audits, feedback sessions, and coaching to improve individual and team performance
• Manage daily operations including queue management, workload distribution, and schedule adherence
• Coordinate with quality, training, and operations teams to address process gaps
• Track and report team performance trends and improvement opportunities
• Support new hire onboarding and ensure compliance with company policies and quality standards

Requirements

• Prior experience in a customer support role with exposure to voice or calling processes
• Demonstrated experience in a people management, SME, or Team Lead role
• Strong communication skills with the ability to guide agents on call handling
• Deep understanding of operational KPIs such as CSAT, QA, AHT, and SLA management
• Strong problem-solving skills and the ability to manage escalations with ownership
• Proficiency in MS Office and experience with CRM systems
• Ability to work a permanent night shift

About the Company

FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to more than 220 countries and territories using a global air and ground network.