Customer Care Team Leader

About the Role:
We are looking for an experienced and motivated Driver Helpdesk Team Leader to manage and lead a team responsible for supporting drivers through calls, chats, and emails. The ideal candidate will have strong leadership skills, problem-solving ability, and prior experience in helpdesk operations. This role requires ensuring smooth communication with drivers, resolving escalations, monitoring quality, and driving overall team performance.

Key Responsibilities:

• Lead and manage a team of helpdesk executives handling driver queries, issues, and requests
• Monitor and manage daily operations to ensure timely and effective resolution of driver concerns
• Handle escalations from drivers and provide quick, accurate solutions
• Assign, schedule, and oversee workload distribution within the team
• Track, analyze, and report on team performance (response time, resolution rate, driver satisfaction, and KPIs)
• Conduct quality checks on calls/chats/emails to ensure high service standards
• Provide regular feedback, coaching, and support to improve team performance
• Conduct training sessions and performance reviews to enhance team efficiency
• Support the team directly during peak workloads, escalations, or staffing shortages
• Ensure compliance with organizational policies and standard operating procedures (SOPs)
• Collaborate with cross-functional departments (operations, HR, transport) to address driver needs
• Drive continuous process improvements to enhance helpdesk operations and service quality

Requirements:

• Excellent communication skills in English and local language (spoken and written)
• Prior experience in a helpdesk/customer support team, preferably in transport/logistics
• Proven experience in leading a team or supervisory role
• Strong problem-solving, decision-making, and people management skills
• Hands-on experience with CRM/helpdesk tools
• Ability to work under pressure while managing KPIs and team escalations effectively

Benefits:

• Leadership role with career growth opportunities
• Positive and inclusive work culture
• Competitive salary with performance incentives

Language:

• English (Required)

Job Types: Full-time, Permanent

Pay: ₹320,000.00 - ₹540,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person