About the role
We are looking for a candidate with excellent English communication skills and experience handling US clients/processes at a Lead or Supervisor level. The ideal candidate should have strong analytical, stakeholder management, and problem-solving skills, along with experience in fast-paced KPO/BPO environments. Key Responsibilities: • Excellent written and spoken English communication skills. • Proven experience in handling US clients/stakeholders. • Prior experience working at a Lead/Supervisor level in a US campaign/process. • Strong analytical and problem-solving abilities. • Ability to comprehend complex situations and make quick, effective decisions. • Strong interpersonal and stakeholder management skills. • Experience collaborating with cross-functional teams in a fast-paced environment. • High level of professionalism, ownership, and accountability. • Proficiency in MS Office tools, reporting, and operational tracking. Preferred Experience: • Experience in KPO/BPO operations with exposure to US clients. • Prior experience managing escalations and client communications. • Knowledge of SLA/KPI management and process improvement initiatives. Qualifications: • Bachelor’s degree in business, Communications, Supply Chain, or a related field preferred. • 3+ years of experience in customer service, with at least 1-2 years in a team lead or supervisory role. • Experience in logistics, eCommerce, or supply chain environments is highly desirable. • Strong leadership and coaching skills with a passion for team development. • Excellent verbal and written communication skills. • High proficiency with customer service tools and platforms (e.g., Zendesk, Salesforce, Freshdesk). • Ability to manage time, prioritize tasks, and thrive in a fast-paced environment.