Freight Forwarding Team Leader

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Description:
The Global freight forwarding Team Leader trains, coaches and mentor’s representatives to be
successful in accomplishing quality and productivity goals. The team leader’s responsibilities
include resolving customer complaints, monitoring and evaluating agent performance,
maintaining up-to-date knowledge of our products and services, and ensuring that all agents are
performing their duties as expected. The Team Leader will provide escalation coverage, monitor
staffing, and manage real-time call inflows. They will collaborate with the supervisor to identify
department needs and goals.
Job Duties:
• Train, coach, and mentor representatives to ensure they meet quality and productivity
goals.
• Resolve customer complaints and issues in a timely and empathetic manner.
• Monitor and evaluate agent performance, providing learning or coaching opportunities,
and taking corrective action if necessary.
• Maintain up-to-date knowledge of our products and services.
• Ensure all agents are performing their duties as expected.
• Provide escalation coverage and monitor staffing and real-time call inflows.
• Collaborate with the supervisor to identify department needs and goals.
• Prepare and deliver performance reports for upper management.
• Conduct regular team meetings and create an open-communication environment.
• Develop and implement a staffing plan to ensure adequate coverage and maintain high
service quality standards.
• Implement strategies to improve quality and productivity.
• Manage the allocation of emails and assignment to appropriate team members
• Team Leader will be responsible for conducting regular audits and providing feedback to
enhance customer experience
• Adherence to company policies and procedures
Job Requirements:
• Proven experience as a team leader or similar supervisory position

Employee Type:
 

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