Team Lead

Job Summary:The Operations –Team Lead (DriveX Direct) will lead a multi -channel team managing the completecustomer -to -customer (C2C) transaction flow on the DriveX Direct platform —spanning vehicle QC & listing (non -voice), buyer & seller engagement(voice + digital), and conversion of transactions (Retail & VAS). The rolerequires a combination of operational leadership, analytical rigour, andprocess excellence to deliver seamless customer experiences, drive higherconversion rates, and ensure efficiency across all C2C operations.Key Responsibilities:1. Operational PerformanceManagement●      Oversee day -to -day functioningof QC & Listing, Buyer–Seller Engagement, and Conversion teams.●      Track and optimize key funnelmetrics — lead response time, listing activation rate, connect rate, conversion%, and VAS attach rate.●      Ensure smooth coordinationbetween voice and non -voice processes, with accurate data capture in CRM/DMS.●      Manage staffing, shiftplanning, and queue allocation to maintain SLA adherence and workload balance.●      Conduct daily huddles andweekly reviews focused on quality, productivity, and conversion outcomes.2. Data & MIS Reporting●      Develop and maintain dashboardsand Management Information Systems (MIS) for performance tracking acrossverticals.●      Analyze operational data toidentify process bottlenecks, quality gaps, and improvement opportunities.●      Provide actionable insights toProduct, Growth, and Tech teams for continuous process and platformenhancements.●      Present weekly and monthlybusiness performance summaries to the C2C leadership team.3. Quality & TeamDevelopment●      Drive continuous improvement inQC accuracy, listing quality, and engagement effectiveness.●      Conduct periodic call audits,chat/email reviews, and listing QC checks to maintain process integrity.●      Coach and mentor team membersthrough structured feedback, performance reviews, and skill -building sessions.●      Design and implement SOPs,training modules, and refresher programs to improve operational consistency.4. Customer Experience &Issue Resolution●      Supervise resolution of complexor escalated buyer/seller issues — ensuring fairness, speed, and alignment withDriveX policy.●      Work with Documentation,Inspection, and Finance teams for end -to -end closure of RC transfers, paymentreleases, or dispute cases.●      Review and refine supportmaterials (scripts, templates, FAQs) for both voice and non -voice workflows toimprove customer interactions.●      Maintain a high standard oftrust, transparency, and empathy across all customer touchpoints. RequirementsQualifications & Skills:●      Experience: 3–6 years inoperations, inside sales, or customer lifecycle management; at least 1–2 yearsin a team -lead role handling both voice and non -voice processes.●      Industry Preference:Automotive, classifieds, fintech, or consumer marketplace environments.●      Languages: Fluency in English& Hindi; Tamil & Kannada will be a strong advantage.●      Tools: Working knowledge of CRMsystems (Zoho, Freshdesk, HubSpot, or similar), call management tools, and dataanalysis software (Excel, Google Sheets, Power BI).●      Strong analytical ability andcomfort with performance dashboards.●      Good leadership, coaching, andcommunication skills with a focus on operational discipline. Key Performance Metrics:●      Listing Activation Rate (%)●      Lead Response Time (LRT)●      Buyer–Seller Connect Rate (%)●      Conversion Rate (Retail &VAS)●      Quality Score / Error Rate (forQC & Listing)●      NPS / CSAT Score●      Attendance & Adherence