Team Lead - Customer Care (3-6 Yrs) Gurgaon/Gurugram/Delhi NCR (After-Sales/Customer Service)

Why this role matters:Own the health of our customer- care floor-drive CSAT, slash contacts per order and turn every issue into an ops fix. You ll coach 8-12 agents, deep-dive tickets for root-causes and work daily with Delivery Ops, Product, Tech & Finance.What you ll do:Run the floor - real-time queue & WFM for chat voice; hit SLA (chat < 30 sec, calls < 15 sec).Coach & QA - 4 weekly call audits/agent, feedback loops, skill-matrix & up-skilling plans.RCA & process improvement - analyse top 5 reason-codes, draft SOP changes, close the loop with Ops/Tech within 48 h.Cross-functional escalation owner - single POC for refunds, stockouts, payment failures; track TAT until ticket closed.Reporting - daily dashboard on FCR, CSAT, AHT, CPHO; weekly business review with CX Manager.Must-haves:- TL tenure: 2 yr leading 6-15 seat voice/chat team- Domain: BPO / e-commerce / food-delivery customer care- Ops analytics and RCA: Excel/Sheets pivot & lookup;- RCA mindset: Proven examples of fixing a contact driver, not just handling it, Working with cross functional team and implementing- Tools: CRM (Zendesk/Freshdesk/Zoho), dialer/IVR, chat concurrency, WFM basics- Languages: Fluent English & Hindi- Soft skills: Empathy, assertive escalation handling, coaching orientationShifts:6-day rotational, between 7 AM - 12 AM coverage, festival readinessNice-to-have:- Quick-commerce / grocery or last-mile ops exposure- Chatbot metrics familiarity (deflection %, confidence routing) (ref:updazz.com)

Payroll Type : Permanent