Position: Team Lead – Customer Care Operations
Location: Chennai
The role is responsible for driving customer care operations, process excellence, data analytics, and stakeholder management across the region. The person will manage day-to-day service operations, monitor performance, identify operational gaps, and ensure timely resolution of issues.
Key responsibilities include:
- Managing customer care and service operations across assigned locations.
- Monitoring operational performance and ensuring service standards are met.
- Identifying bottlenecks, risks, recurring issues, and driving corrective actions.
- Developing and improving SOPs, workflows, and operational controls.
- Conducting RCA and implementing corrective and preventive actions.
- Preparing dashboards, MIS, and management reports.
- Converting operational data into actionable insights.
- Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.
- Managing customer escalations and improving customer experience.
- Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.
- Supporting team performance reviews, capability development, and governance.
The candidate should have:
- Bachelor's degree; MBA/PGDM preferred.
- Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.
- Experience in multi-location or high-volume operations preferred.
- Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.
- Strong understanding of service operations and performance management.
- Ability to create SOPs, map processes, identify gaps, and drive standardisation.
- Strong analytical and numerical skills.
- Proficiency in Advanced MS Excel.
- Power BI or dashboarding exposure preferred.
- Strong RCA and problem-solving skills.
- Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred.
- Strong stakeholder management and cross-functional coordination skills.
- Good written and verbal communication skills.
- Ability to independently take ownership from issue identification to closure.
The ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives.
