Job description 

We are seeking candidature for a Operations  Team Lead position with a minimum of 3-5 years of experience in an operational role, with 4- 6 years of experience , including at least 1-2  years in a supervisory capacity. Strong leadership and team management skills are essential, as well as excellent communication and interpersonal abilities. The candidate must demonstrate effective problem-solving capabilities, the ability to prioritize tasks and manage time efficiently, and proficiency in project and people management. 

The candidate requires essential skills of being  adaptable, capable of making informed decisions, and able to inspire and motivate team members to achieve their best while maintaining high standards of accuracy and quality. The ideal candidate will have a strong understanding of customer experience metrics and the ability to translate data into actionable insights.

Roles and Responsibilities:

Manage Daily Operations: The candidate must demonstrate strong leadership abilities with a proven track record of managing and guiding teams to achieve high performance. This includes setting clear objectives, providing direction and support, conducting performance evaluations, and fostering a collaborative and motivated team environment.

Handling team/ BAU day-to-day operational metrics and activities..The candidate should have experience in optimizing workflows, managing resources efficiently, and implementing process improvements to enhance productivity and quality.

 

Coordinate with Stakeholders: Work closely with internal stakeholders to address and resolve merchant issues promptly.

Metric Management: Monitor & analyze key performance metrics such as FRT, RT, SLA adherence, etc to ensure team efficiency and effectiveness, identifying areas for improvement and take required actions for improvement

Team Performance : Closely monitor team performance metrics, ensuring high standards of service and identifying trends and insights for continuous improvement.

Handle Escalations: Manage escalations ensuring timely and satisfactory resolutions

Consultative Solutions: Understand merchants' business requirements and provide appropriate solutions in a consultative manner.
 

Engage Merchants: Proactively reach out to merchants via phone and written communication to drive engagement and satisfaction in instances of escalation / delays in resolution.
 

Foster a Positive Environment: Cultivate a problem-solving attitude within the team, with a strong focus on customer service orientation and self-motivation.
 

Stakeholder Calibration and Cross functional abilities:Collaborate with cross-functional teams to track and monitor the implementation of action plans aimed at improving the customer experience

Process Improvement skill - Provide recommendations for process improvements and initiatives based on data analysis and customer feedback.

Project Management - Support ad hoc projects and tasks related to customer experience initiatives, as assigned by management.

Mandatory Qualifications:

1. Bachelor's degree in Business Administration, Marketing, Statistics, or a related field.
2. 4-6 years of experience in a customer experience or analytics role, preferably within a customer-centric organization.
3. Proficiency in data analysis tools and techniques, with experience in Excel, SQL, and data visualization tools (e.g., Tableau, Power BI).
4. Strong analytical skills with the ability to interpret complex data sets and identify actionable insights.
5. Excellent communication skills, both verbal and written, with the ability to present findings and recommendations clearly and persuasively.
6. Proven ability to work independently and collaboratively in a fast-paced environment.
7. Detail-oriented with a focus on accuracy and precision in data analysis and reporting.
8. Experience with customer feedback systems and survey tools (e.g., Qualtrics, SurveyMonkey) is a plus.
9. Ability to multitask and prioritize tasks effectively to meet deadlines and deliverables.
10. A passion for customer advocacy and a commitment to delivering exceptional customer experiences.