WE’RE HIRING | NDR TEAM LEAD
Location: Okhla Phase 1, Delhi
Experience: 2–5 Years | Full-time
We are looking for an experienced NDR Team Lead to manage the NDR team and ensure timely resolution of undelivered orders, improve delivery success and reduce RTO.
KEY RESPONSIBILITIES
• Lead and manage the NDR team; assign daily tasks, targets and follow-ups.
• Monitor daily NDR performance, team productivity, NDR resolution % and delivery success.
• Track all NDR orders and ensure timely calling/follow-up until successful delivery or closure.
• Analyse NDR reasons such as customer unavailable, address issue, customer refused, phone unreachable, etc.
• Take necessary action on NDR cases to convert them into successful deliveries.
• Monitor courier-wise and city-wise NDR performance.
• Coordinate with courier partners including Delhivery, Shiprocket, Ecom Express, Xpressbees and others for NDR resolution.
• Follow up on delayed, pending and disputed shipments and escalate unresolved cases.
• Monitor RTO cases and identify reasons for high RTO.
• Prepare daily/weekly/monthly NDR and Operations MIS reports.
• Track NDR calling performance, agent productivity, pending cases and closure status.
• Identify team performance gaps and provide proper guidance and training.
• Coordinate with Customer Support, Warehouse, Dispatch and Courier teams for shipment resolution.
• Maintain NDR follow-up and escalation SOPs and suggest process improvements.
REQUIRED SKILLS
• Strong hands-on experience in NDR management and e-commerce operations.
• Experience in handling an NDR/calling team.
• Good understanding of NDR, RTO and delivery processes.
• Robust knowledge of Excel/Google Sheets and MIS reporting.
• Positive communication and follow-up skills.
• Strong analytical and problem-solving ability.
• Experience with courier/aggregator platforms preferred.