Job Description
Position: Team Lead – Customer Care Operations Location: Chennai The role is responsible for driving customer care operations, process excellence, data analytics, and stakeholder management across the region. The person will manage day-to-day service operations, monitor performance, identify operational gaps, and ensure timely resolution of issues. Key responsibilities include: - Managing customer care and service operations across assigned locations. - Monitoring operational performance and ensuring service standards are met. - Identifying bottlenecks, risks, recurring issues, and driving corrective actions. - Developing and improving SOPs, workflows, and operational controls. - Conducting RCA and implementing corrective and preventive actions. - Preparing dashboards, MIS, and management reports. - Converting operational data into actionable insights. - Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners. - Managing customer escalations and improving customer experience.



- Leading or supporting projects related to process improvement, automation, digitisation, and customer experience. - Supporting team performance reviews, capability development, and governance. The candidate should have: - Bachelor’s degree; MBA/PGDM preferred. - Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care. - Experience in multi-location or high-volume operations preferred. - Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous. - Solid understanding of service operations and performance management. - Ability to create SOPs, map processes, identify gaps, and drive standardisation. - Strong analytical and numerical skills. - Proficiency in Advanced MS Excel. - Power BI or dashboarding exposure preferred. - Strong RCA and problem-solving skills. - Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sig

📌 Customer Care Lead (Chennai)
🏢 Zeiss India
📍 Chennai