NDR Team Leader

Job Description

Job Summary: We are seeking a dedicated and experienced NDR Team Leader to manage and streamline the Non-Delivery Report (NDR) and Out-for-Delivery (OFD) operations. The ideal candidate will have a minimum of 2 years of experience working with courier partners and possess strong coordination, follow-up, and team management skills. Key Responsibilities: OFD and NDR Focus: Ensure smooth handling of Out-for-Delivery and NDR cases across all courier partners. Daily Case Management: Share daily case emails with various courier services and track resolution via calls and follow-up emails. Courier Coordination: Conduct regular conference meetings with courier partners for escalation and resolution of urgent or recurring NDR issues. Team Monitoring: Monitor the performance and activities of agents making customer follow-up calls regarding failed deliveries. Email & Call Follow-Up: Perform timely follow-ups on NDR cases through email and call to ensure quick resolution and reattempts. Urgent Delivery Handling: Prioritize and coordinate urgent deliveries and ensure customer satisfaction. Customer Convincing: Support agents in handling difficult cases and provide guidance on how to convince customers for successful delivery. Required Skills & Qualifications: Minimum 2+ years of experience in NDR handling and coordination with courier partners. Strong understanding of courier processes, especially NDR and OFD workflows. Excellent communication skills (written and verbal) in English and Hindi. Proficient in email drafting and follow-up tracking. Ability to lead and manage a small team. Strong problem-solving and escalation handling skills. Familiar with CRM or courier management platforms is a plus. Show more Show less