Customer Care Lead

Position: Team Lead – Customer Care Operations Location: Chennai The 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. Key responsibilities include: Managing customer care and service operations across assigned locations. Monitoring operational performance and ensuring service standards are met. Identifying bottlenecks, risks, recurring issues, and driving corrective actions. Developing and improving SOPs, workflows, and operational controls. Conducting RCA and implementing corrective and preventive actions. Preparing dashboards, MIS, and management reports. Converting operational data into actionable insights. Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners. Managing customer escalations and improving customer experience. Leading or supporting projects related to process improvement, automation, digitisation, and customer experience. Supporting team performance reviews, capability development, and governance. The candidate should have: Bachelor’s degree; MBA/PGDM preferred. Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care. Experience in multi-location or high-volume operations preferred. Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous. Strong understanding of service operations and performance management. Ability to create SOPs, map processes, identify gaps, and drive standardisation. Strong analytical and numerical skills. Proficiency in Advanced MS Excel . Power BI or dashboarding exposure preferred. Strong RCA and problem-solving skills. Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred. Strong stakeholder management and cross-functional coordination skills. Good written and verbal communication skills. Ability to independently take ownership from issue identification to closure. The ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives .