Job highlights

- Experience in logistics or high-volume service centers with expertise in ticketing workflows, SLA management, escalation handling, and surge management
- Lead calling team operations, manage ticketing workflows, handle escalations and crisis cases, and drive city-level surge management and communication

Job Title: Business Associate The Mission As our Operations Team Lead, you will be the engine room of our local operations. Youll be responsible for balancing the "big picture"like managing city-level surgeswith the "fine details"like ensuring every support ticket is resolved within hours, not days. You aren't just managing a calling team; you are ensuring that when things go wrong (missing goods, partner escalations, or high-volume surges), there is a calm, capable leader ready to solve the problem.

Key Responsibilities

Team Leadership & Calling Operations

Serve as the primary Team Lead for the calling department, overseeing daily output and ensuring the team hit their KPIs.

Maintain smooth day-to-day operations by removing blockers and providing real-time guidance to support staff.

Ticketing & Compliance Management

Manage the end-to-end ticketing workflow with high accuracy.

Ensure strict adherence to Service Level Agreements (SLAs), specifically maintaining

24-hour and 48-hour Turnaround Time (TAT) compliance.

Escalation & Crisis Handling

Act as the final word on partner and customer escalations, including managing high-priority walk-in cases.





Take full ownership of "Goods Damaged" and "Missing Case" reportsfrom initial contact through to coordination and final closure.

City-Level Strategy

Lead Surge Management initiatives to ensure service stability during peak demand.

Drive effective city-wide communication, ensuring all stakeholders are aligned on operational shifts or urgent updates.

What Youll Need (Skills & Qualifications)

Operations Expertise: Deep understanding of ticketing workflows, SLA management,

and escalation hierarchies.

Problem-Solving DNA: Experience handling high-pressure situations, such as damaged goods or face-to-face customer escalations.

Data Literacy: Familiarity with Microsoft Excel, operational dashboards, and tracking systems to monitor team performance and city health.

Surge Management: Prior experience in high-volume, city-level operations where demand fluctuates rapidly.

Communication: The ability to translate complex operational issues into explicit instructions for your team and stakeholders.

Ideal Candidate Profile

You are likely someone who has worked in logistics, e-commerce support, or a high-volume service center. You don't just "close tickets"you look for the root cause of the problem to make sure it doesn't happen again. Youre comfortable being the face of the company for walk-in partners and can lead a team to stay disciplined even when the "surge" hits.

📌 Business Associate (Chennai)
🏢 Porter
📍 Chennai