Team Leader

Role Overview

The Team Lead – OMT will manage a team handling real-time order management scenarios including

order confirmation, modifications, cancellations, delivery delays, merchant coordination, and customer

escalations. The role requires strong operational control, quick decision-making, and the ability to

manage high-volume peak-hour traffic while ensuring SLA adherence and customer satisfaction.

Key Responsibilities:-

1. Operations Management

● Lead a team of Customer Support Executives handling live order-related queries.

● Ensure adherence to SLAs, response timelines, and resolution quality.

● Monitor queue volumes, shrinkage, and productivity in real time.

● Manage peak-hour escalations and ensure seamless coordination with Delivery Partners and

Merchants.

2. Performance & KPI Management

● Drive KPIs including CSAT, AHT, FCR, Escalation %, and Productivity.

● Conduct daily huddles, performance reviews, and one-on-one sessions.

● Prepare daily/weekly MIS reports and share performance insights with management.

● Identify bottom performers and implement structured improvement plans.

3. Escalation Handling

● Handle complex customer, merchant, and delivery partner escalations.

● Ensure quick resolution in high-impact cases (refund disputes, delay compensations, service

failures).

● Act as first point of contact for client escalations from Swiggy stakeholders.

4. Cross-Functional Coordination

● Work closely with QA, Training, and WFM teams.

● Ensure process adherence and immediate action on quality gaps.

● Support new process rollouts and updates from Swiggy.

Eligibility & Experience

● 4–7 years of experience in Voice/Blended BPO operations.

● Minimum 1–2 years of experience as Team Lead.

● Prior experience in E-commerce / Swiggy / Zomato / Food Delivery operations preferred.

● Strong understanding of high-volume, real-time support environments.

Core Competencies

● Strong decision-making under pressure

● Real-time operational control

● People management & coaching skills

● Strong reporting & MS Excel skills

● Willingness to work rotational shifts