Team Leader, Operations

The Telematics Customer Support Team Lead is responsible for overseeing a team specializing in telematics support, ensuring efficient operations, technical accuracy, and maintaining a strong customer focus. In this role, you will combine team leadership with industry expertise to resolve escalated issues, optimize processes, and uphold service quality. As the Team Lead, your key responsibilities will include guiding and developing support representatives, providing feedback, and conducting performance reviews to ensure the team's success. You will be responsible for managing telematics-specific inquiries, handling escalations, and ensuring compliance with SLAs with customers. Monitoring key metrics such as response time and customer satisfaction, identifying trends, and optimizing processes will also be part of your role. Facilitating training on telematics systems, tools, and best practices, as well as staying updated on industry changes, will be crucial for maintaining a high level of expertise within the team. Collaborating with product and engineering teams to address customer feedback and technical issues will also be essential in this position. The ideal candidate should have a Bachelor's degree in IT, engineering, or a related field, or equivalent experience. You should possess at least 5 years of experience in telematics or technical support, with at least 1 year in a supervisory role. Strong leadership skills, telematics knowledge, proficiency in CRM systems, excellent communication, and data analysis skills are required for this role. Preferred qualifications include experience in telematics or fleet management industries, as well as familiarity with GPS and data analytics. This is a full-time position with benefits including Provident Fund. The work schedule is in the morning shift, and the work location is in person. For further inquiries or to speak with the employer, please contact +91 8097242863.,