Job
Description
ABOUT THE COMPANY: ONION INSIGHTS PVT. LTD. is a Global Customer Experience Measurement company established in 2009 and headquartered in Mumbai, India. We specialize in consulting, creating, measuring, and delivering exceptional customer experiences, transforming both Brand Partners and their Customers into loyal brand advocates. With over 20 years of expertise spanning Advertising, Marketing, Research, Mystery Shopping, and Customer Satisfaction, we empower global brands in their journey toward Customer Excellence. Our programs leverage state-of-the-art online software to provide structured, reliable, and timely insights across various industries, including Hospitality, Food & Beverage, Automotive, Banking & Finance, Retail, Telecom, Education, IT, Beauty & Cosmetics, and FMCG. Our Mystery Shopping and Customer Satisfaction tools include Mystery Visits, Mystery Audits, Announced Audits, Mystery Calls, Integrity Checks, Competition Assessments, Telephone Interviews, Exit Interviews, Intercepts, and Online Feedback Programs. JOB TITLE: Team Leader - Operations SKILLS REQUIRED: 1. Strong Leadership & People Management Skills Ability to mentor and drive a high-performance team. 2. Advanced Proficiency in Microsoft Office (Excel, Word, Outlook) and Internet-Based Tools. 3. Exceptional Communication Skills Strong written and verbal proficiency in English. 4. Detail-Oriented & Analytical Thinking Ability to identify discrepancies and improve reporting accuracy. 5. Highly Self-Motivated & Proactive Strong initiative in handling responsibilities and meeting deadlines. 6. Strong Ethical Standards Commitment to integrity, confidentiality, and professional excellence. 7. Ability to Work Under Pressure Manage multiple projects efficiently within tight deadlines. REPORTING TO: Operations Manager EVALUATION PROCESS: Performance will be evaluated by the Director and Business Head after 180 days from the date of joining and annually thereafter based on key performance metrics. QUALIFICATION: Graduate or Postgraduate in any discipline. EXPERIENCE REQUIRED: Minimum 4-6 years in Operations, Quality Control, or Customer Experience Management, preferably in Mystery Shopping or Market Research. Previous team management experience is required. KEY RESPONSIBILITY AREAS: 1) Team Leadership & Management a. Lead and mentor a team of Business Executives/ Sr Business Executives, ensuring smooth execution of Mystery Shopping programs. b. Monitor team performance, provide constructive feedback, and drive continuous improvement. c. Conduct regular training sessions as needed to enhance team productivity and efficiency. 2) Recruitment & Training of Mystery Shoppers a. Oversee the end-to-end process of recruiting, screening, and onboarding Mystery Shoppers. b. Ensure shoppers are well-trained and qualified to meet program standards. 3) Project Execution & Fieldwork Management a. Plan, schedule, and monitor 100% completion of fieldwork across assigned projects. b. Proactively follow up with stakeholders to ensure timely delivery of assessments. c. Troubleshoot challenges in execution and provide swift resolutions. 4) Quality Control & Reporting a. Review and validate Customer Experience Measurement reports for accuracy and reliability. b. Scrutinize reports for grammatical, contextual, and formatting errors. c. Grade reports against predefined quality standards and provide feedback to Mystery Shoppers. 5) Process Improvement & Operational Efficiency a. Identify gaps in processes and implement strategies for operational excellence. b. Optimize workflow to improve efficiency in project execution and reporting. c. Work closely with the Business Head to streamline operations and introduce best practices. 6) Client Coordination & Communication a. Collaborate with internal and external stakeholders to ensure seamless execution of projects. b. Address client queries regarding program execution and insights. c. Ensure professional and timely communication with all stakeholders. 7) Additional Responsibilities a. Assist in other business-related activities as assigned by senior management. b. Stay updated with industry trends to enhance Onion Insights service offerings.
