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