Job Title: Team Lead

Location: Kolkata

Experience: 3+ years

Industry Preference: Ecommerce, Startups, Logistics, or Mobility (Food, Q-commerce, Logistics, etc.)

Job Description:

As a Team Lead, you will play a critical role in driving operational excellence, team efficiency, and driver network expansion. You will be responsible for optimizing processes, managing teams, and ensuring seamless operations in critical micromarkets. Your role will require close collaboration with cross-functional teams to resolve driver and customer issues, improving the overall experience.

Key Responsibilities:

1. Process Optimization & Team Management:

• Streamline day-to-day operations, ensuring that teams meet efficiency targets and business goals.
• Lead and mentor the team to consistently deliver high performance.

1. Manpower Management:

• Oversee manpower allocation in critical micro markets.
• Ensure smooth operational flow and adjust staffing as needed to meet demand.

1. Driver Onboarding & Recruitment:

• Plan and execute driver onboarding camps across Kolkata, expanding the driver network and promoting app adoption.
• Develop strategies to maintain an active driver base.

1. Issue Resolution:

• Handle escalations related to driver and customer experiences.
• Collaborate with Customer Support (CS) and Product teams to address and resolve issues, reducing ticket volumes and improving service ratings.

1. Cross-functional Collaboration:

• Work closely with CS and Product teams to enhance user experience, ensuring constant improvements in driver and customer satisfaction.

Requirements:

• 3+ years of experience in ecommerce, startups, logistics, or mobility-related industries.
• Proven track record in team management and process optimization.
• Strong problem-solving skills, with the ability to handle escalations and resolve issues quickly.
• Experience in driver onboarding or recruitment is a plus.
• Excellent communication skills and ability to work with cross-functional teams.

Reporting to: City Operations Manager