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

📌 Team Lead - Customer Care (3-6 Yrs) Gurgaon/gurugram/delhi Ncr (after-sales/customer Service)
🏢 BCFD Technologies
📍 Gurugram