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.
- Solid knowledge of Excel/Google Sheets and MIS reporting.
- Good communication and follow-up skills.
- Strong analytical and problem-solving ability.
- Experience with courier/aggregator platforms preferred.

KEY KPIs

NDR Resolution % | Delivery Success % | RTO Reduction | Team Productivity | Pending NDR Closure | MIS Accuracy

APPLY NOW

Contact: (phone hidden)

Email: [email protected]

📌 NDR TEAM LEAD (South Delhi)
🏢 NUTRIHERBS
📍 South Delhi