Team Lead

1 day ago

Bangalore South, India DriveX Mobility Pvt Ltd Full time

Job Summary:

The Operations – Team Lead (DriveX Direct) will lead a multi-channel team managing the complete customer-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 role requires a combination of operational leadership, analytical rigour, and process excellence to deliver seamless customer experiences, drive higher conversion rates, and ensure efficiency across all C2C operations.

Key Responsibilities:

1. Operational Performance Management

● Oversee day-to-day functioning of QC & Listing, Buyer–Seller Engagement, and Conversion teams.

● Track and optimize key funnel metrics — lead response time, listing activation rate, connect rate, conversion %, and VAS attach rate.

● Ensure smooth coordination between voice and non-voice processes, with accurate data capture in CRM/DMS.

● Manage staffing, shift planning, and queue allocation to maintain SLA adherence and workload balance.

● Conduct daily huddles and weekly reviews focused on quality, productivity, and conversion outcomes.

2. Data & MIS Reporting

● Develop and maintain dashboards and Management Information Systems (MIS) for performance tracking across verticals.

● Analyze operational data to identify process bottlenecks, quality gaps, and improvement opportunities.

● Provide actionable insights to Product, Growth, and Tech teams for continuous process and platform enhancements.

● Present weekly and monthly business performance summaries to the C2C leadership team.

3. Quality & Team Development

● Drive continuous improvement in QC 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 members through 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 complex or escalated buyer/seller issues — ensuring fairness, speed, and alignment with DriveX policy.

● Work with Documentation, Inspection, and Finance teams for end-to-end closure of RC transfers, payment releases, or dispute cases.

● Review and refine support materials (scripts, templates, FAQs) for both voice and non-voice workflows to improve customer interactions.

● Maintain a high standard of trust, transparency, and empathy across all customer touchpoints.



Requirements Qualifications & Skills:

● Experience: 3–6 years in operations, inside sales, or customer lifecycle management; at least 1–2 years in 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 CRM systems (Zoho, Freshdesk, HubSpot, or similar), call management tools, and data analysis software (Excel, Google Sheets, Power BI).

● Strong analytical ability and comfort with performance dashboards.

● Good leadership, coaching, and communication 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 (for QC & Listing)

● NPS / CSAT Score

● Attendance & Adherence



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