Company : White Placard Mobility Private Limited

Job Title : Team Lead - Customer Care

Experience : Minimum 10 Years

Location : Onsite - Ranchi, Jharkhand

Employment Type : Full-time

About the Role

Key Responsibilities Team Management & Leadership

- Lead, supervise, mentor, and motivate the Customer Care team to achieve operational and customer service excellence.
- Monitor daily team performance, productivity, attendance, adherence to KPIs, SLAs, and quality standards.
- Conduct regular coaching sessions, team meetings, performance reviews, and skill development initiatives.
- Support recruitment, onboarding, training, and development of customer care executives.
- Foster a positive, high-performance, and customer-centric work culture.
- Manage workforce planning, shift scheduling, and resource allocation.

Customer Support Operations

- Handle complex customer escalations and provide timely and effective resolutions.
- Monitor customer interactions to maintain service quality, compliance, and customer satisfaction.
- Coordinate with Operations, Fleet, Technology, Finance, and other internal departments for issue resolution.
- Ensure adherence to customer service standards and operational procedures.

Process Improvement & Reporting

- Identify recurring operational issues and recommend process improvements to enhance customer experience and efficiency.
- Analyse customer feedback, complaints, operational reports, and support trends.
- Develop and maintain dashboards and MIS reports to track team performance and customer service metrics.
- Monitor service levels and operational KPIs through reporting tools and dashboards.
- Ensure compliance with company policies, SOPs, and quality standards.

Quality & Customer Experience

- Maintain high Customer Satisfaction (CSAT), First Call Resolution (FCR), and service quality standards.
- Drive initiatives to improve response times, resolution effectiveness, and overall customer experience.
- Conduct quality audits and implement corrective actions where required.




- Ensure customer issues are handled with empathy, professionalism, and efficiency.

Key Skills & Competencies

- Strong leadership, team management, and people development skills.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and conflict resolution abilities.
- Proven ability to manage customer escalations and high-pressure situations.
- Comprehensive understanding of call centre operations and customer support workflows.
- Strong knowledge of Contact Centre Technology Infrastructure (CTI), customer service processes, and performance management.
- Experience in creating, monitoring, and interpreting operational dashboards and reports.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Strong IT skills and ability to work with customer service technologies and support platforms.
- Hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, Zoho CRM, Freshdesk, or similar systems.
- Knowledge of customer support KPIs, service metrics, and quality assurance practices.

Preferred Qualifications

- Bachelor's Degree in any discipline; MBA or equivalent qualification will be an added advantage.
- Minimum 10 years of total professional experience.
- Minimum 5 years of experience managing customer care or call centre teams.
- Proven experience in handling large-scale customer support operations.
- Experience in EV Mobility, Transportation, Logistics, Ride-Hailing, BPO, Contact Centre, or Technology Services industry will be preferred.
- Demonstrated experience in CRM administration, customer service technologies, and process improvement initiatives.

What We Offer

- Opportunity to work in a rapid-growing EV mobility and technology environment.
- Leadership role with significant impact on customer experience and business growth.
- Career growth and advancement opportunities.
- Professional development and continuous learning opportunities.
- Collaborative, innovative, and supportive work environment.

How to Apply

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Team Leader - Customer Care (Ranchi)
🏢 White Placard Systems
📍 Ranchi