Position: Team Lead – Customer Care Operations

nLocation: Chennai

nThe 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.

nKey responsibilities include:

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Managing customer care and service operations across assigned locations.
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Monitoring operational performance and ensuring service standards are met.
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Identifying bottlenecks, risks, recurring issues, and driving corrective actions.
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Developing and improving SOPs, workflows, and operational controls.
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Conducting RCA and implementing corrective and preventive actions.
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Preparing dashboards, MIS, and management reports.
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Converting operational data into actionable insights.
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Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.
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Managing customer escalations and improving customer experience.
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Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.
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Supporting team performance reviews, capability development, and governance.
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nThe candidate should have:

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Bachelor's degree; MBA/PGDM preferred.
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Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.
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Experience in multi-location or high-volume operations preferred.
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Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.
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Strong understanding of service operations and performance management.
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Ability to create SOPs, map processes, identify gaps, and drive standardisation.
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Strong analytical and numerical skills.
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Proficiency in Advanced MS Excel.
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Power BI or dashboarding exposure preferred.
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Robust RCA and problem-solving skills.
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Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred.
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Robust stakeholder management and cross-functional coordination skills.
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Valuable written and verbal communication skills.
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Ability to independently take ownership from issue identification to closure.
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nThe ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives.

📌 Customer Care Lead Tamil Nadu
🏢 Zeiss India
📍 Tamil Nadu