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
We are seeking an experienced, proactive, and customer-focused Team Lead – Customer Care to oversee and manage customer support operations for our EV Cab services. The ideal candidate will possess strong leadership capabilities, extensive call centre management experience, and a deep understanding of customer service processes, CRM systems, and operational excellence. The role involves leading customer care teams, managing escalations, improving service quality, and ensuring an exceptional customer experience in a technology-driven environment.
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
- Ensure prompt and professional resolution of customer and driver partner queries through calls, emails, chats, and support tickets.
- 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 fast-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
White Placard Mobility Private Limited is an equal opportunity employer and values diversity and inclusion in the workplace. We encourage qualified candidates to apply.
Interested candidates may share their updated resume at:
[email protected]
Pay: ₹30,000.00 - ₹35,000.00 per month
Work Location: In person
