Team Leader

Role Overview:

The Team Leader for Operations & Customer Service will play a pivotal role in overseeing and managing day-to-day customer interactions, internal team coordination, and ensuring smooth logistics operations for client services. The TL will manage multiple stakeholders, including clients' logistics teams, drivers, internal backend teams, and field technicians, ensuring customer satisfaction and operational efficiency. 

Key Responsibilities:

• Act as the main point of contact for client inquiries, ensuring customer-centric service and relationship building.

• Resolve customer issues promptly by collaborating with internal teams and stakeholders (logistics, drivers, field technicians).

• Oversee service desk operations, including inbound calling, to resolve customer concerns.

• Manage a team running in a 24x7 shift environment ensuring smooth operations, and achieving service delivery targets.

• Monitor team performance, provide feedback, and ensure adherence to company policies.

• Coordinate and supervise tasks between fleet staff (drivers) and other departments.

• Ensure clear and effective communication with clients, team members, and stakeholders.

• Maintain accurate documentation of client interactions, issues, resolutions, and performance metrics.

• Suggest improvements to processes and workflows based on experience and feedback.

• Provide continuous support in identifying and resolving operational bottlenecks.

• Quick learner & proficient in the company's software systems to monitor and manage operations effectively.

Essential Skills & Qualifications:

● Bachelor’s degree in any discipline.

● Minimum relevant 2 years of experience in client management, operations, or customer service (preferably in BPO, logistics, supply chain, e-commerce, or field operations).

● Strong verbal and written communication skills in English.

● Ability to work in a 24x7 shift environment if required, managing rotating shifts.

● Proficiency in Microsoft Excel, Word, and other operational software tools.

● Experience in handling team and resolving customer complaints and providing effective solutions.

Key Attributes:

● Positive attitude & Quick Learner

● Excellent interpersonal and communication skills.

● Strong decision-making and problem-solving abilities.

● Ability to manage multiple tasks simultaneously and prioritize effectively.

● Customer-focused with a solution-oriented approach.