Job Description: Operations Lead
Department: Operations
Reports To: Operations Manager / Head of Operations
Experience: 3+ Years of Experience
Job Type: Full-time
Location: Bengaluru
Team Size: 10 members
About the Role
We are looking for an Operations Trainee to support and coordinate day-to-day operations across CRM and Technician departments. This role offers hands-on experience in operations management, team coordination, and cross-functional collaboration. The trainee will work closely with a team of 10 members and gain exposure to customer relationship management, field operations, and process optimization.
Key ResponsibilitiesCRM Department Management
- Assist in managing customer queries, complaints, and feedback through the CRM system
- Ensure timely follow-ups and resolution of customer issues
- Maintain accurate customer records and update CRM database regularly
- Generate reports on customer satisfaction, response time, and issue trends
- Coordinate with sales and support teams for seamless customer experience
Technician Department Coordination
- Schedule and assign technicians for field visits and service requests
- Track technician performance, attendance, and task completion
- Ensure availability of tools, equipment, and materials for field operations
- Monitor technician reporting and documentation of completed work
- Coordinate with vendors and service partners as needed
Team Management (10 Members)
- Supervise and support a team of 10 operations staff
- Assign daily tasks and monitor progress
- Conduct daily/weekly team meetings and briefings
- Address team queries and escalate issues to senior management
- Foster a collaborative and efficient work environment
General Operations
- Maintain operational dashboards and track KPIs
- Prepare daily/weekly reports for management review
- Identify bottlenecks and suggest process improvements
- Ensure compliance with company policies and standard operating procedures
- Support other departments as required during peak operations
Required Skills & QualificationsEducational Qualification
- Bachelor's degree in Business Administration, Operations Management, or any related field
- MBA or diploma in Operations is a plus
Skills & Competencies
- Good communication and interpersonal skills
- Basic understanding of CRM tools (Salesforce, Zoho, or similar)
- Ability to multitask and prioritize effectively
- Strong organizational and time management skills
- Problem-solving mindset and attention to detail
- Proficiency in MS Office (Excel, Word, PowerPoint)
- Willingness to learn and adapt in a fast-paced environment
Personal Attributes
- Team player with a positive attitude
- Proactive and self-motivated
- Ability to work under pressure and meet deadlines
- Good leadership potential for managing small teams
Good-to-Have
- Prior internship or exposure in operations, customer service, or field management
- Familiarity with field service management software
- Basic knowledge of data analysis and reporting tools
What We Offer
- Hands-on training in operations and team management
- Mentorship from experienced operations leaders
- Opportunity for fast-track growth based on performance
- Exposure to CRM, technician coordination, and cross-functional operations
- Competitive stipend/salary and benefits
