Team Lead - Grievances

Designation: Team Lead for Grievances

Role: Stakeholder Management/ Problem Solving

Location: Bengaluru

Reporting to: SD Ops Strategy

Core Areas: Problem Solving, stakeholder management, Ownership

Qualification: Graduate with good academic background

Experience: 2+ years of experience in Human Resources / Operations, specializing in grievance

resolution, ticketing, or workforce support (preferably blue-collar workforce)

Key responsibilities:

• Grievance & Escalation Handling: Handle and resolve grievance tickets escalated from telecallers within defined SLAs
• Ticket Allocation & Tracking: Assign grievance tickets to telecallers based on priority and complexity, track progress, and ensure proper documentation and closure in the ticketing system.
• Team and resource management: Manage a team of telecallers, assess individual and team
• performance on TAT, resolution quality, and productivity, and provide regular feedback
• Analytical Data-Driven Approach: Analyze grievance data to identify trends, repeat issues,
• and funnel drop-offs, and work on data-driven solutions to reduce escalations and backlog.
• Stakeholder Management: Coordinate with operations, HR, payroll, ground teams, and other
• stakeholders to resolve grievances effectively and prevent recurrence.
• Ownership Process Improvement: Take complete ownership of grievance outcomes, ensure
• adherence to SOPs, and continuously improve grievance-handling processes to enhance
• workforce experience and productivity.

What Were Looking For

• People with extremely high ownership.
• Operators obsessed with customer experience
• Strong knowledge of ticketing systems and grievance resolution processes.
• Possess exceptional interpersonal, negotiation, and conflict-resolution abilities.