Customer Care Team Leader

About the role

The Customer Care Team Leader will oversee a night‑shift team of calling agents who handle interactions with US shippers. The role ensures high‑quality service, meets operational targets and aligns daily activities with FedEx’s goals and regulatory standards.

Key responsibilities

• Lead and coach a team of agents, providing real‑time support on calls and handling complex queries.
• Monitor performance against metrics such as CSAT, QA, AHT, productivity and SLA adherence.
• Conduct call audits, feedback sessions and regular coaching to drive continuous improvement.
• Manage escalations, ensuring timely and satisfactory resolution for customers.
• Oversee daily operations including queue management, workload distribution and schedule adherence.
• Collaborate with quality, training and operations teams to close process gaps.
• Track, analyse and report team performance, highlighting trends and improvement opportunities.
• Support onboarding and training of new hires to achieve production readiness.
• Ensure compliance with all defined processes, policies and quality standards.
• Foster a customer‑first culture, driving engagement and motivation within the team.

Required profile

• Proven experience in a customer support role, preferably voice‑based and serving US customers.
• Previous people‑management or team‑lead experience with a track record of coaching and performance improvement.
• Strong communication skills and the ability to guide agents through calls and complaints.
• Customer‑focused mindset with the ability to balance quality, productivity and experience metrics.
• Solid understanding of operational KPIs such as CSAT, QA, AHT and SLA management.
• Excellent problem‑solving skills and ownership of escalations.
• Organised, able to juggle multiple priorities in a fast‑paced environment.
• Analytical mindset to interpret performance data and drive actionable insights.
• Proactive, adaptable and comfortable working in a dynamic, high‑growth setting.

Required skills

• MS Office
• CRM systems