Contact Center Lead
Mw Mines · Gurugram · onsite · Posted 50d ago
About a minute. You'll make an account on the way through.
About this role
Role Summary
Runs the entire contact center function solo at this stage takes calls like an agent, owns escalations like an L3, and carries manager accountability for the function's numbers.
Key Responsibilities
Handle the full range of calls personally: outbound registration outreach, trip-offer confirmation, inbound support, and complex/escalated cases there's no one else to hand off to yet
Own registration pipeline numbers (leads registrations active users) and trip-confirmation SLA directly
Coordinate backup-truck mobilization and quality-hold/schedule-exception liaison with Operations when those cases arise
Build and maintain the onboarding-call script and log call outcomes in case-management system
Hire, train, and directly supervise the 12 Contact Center Agents as the team scales
Be the single point of contact into Head of Operations for anything the team can't resolve
Qualifications & Experience
46 years logistics/dispatch/tele calling experience, ideally with some team-lead or supervisory exposure
Fluent Hindi; strong working proficiency in at least 2 of English, Punjabi, Marwari, Gujarati, Haryanvi
Comfortable operating without a large support structure — this is a founding-team-adjacent hire, not a floor employee
Success Metrics / KPIs
New registrations per week
Registration-to-active-trip conversion rate
Trip-confirmation SLA
Escalation resolution time
Sourced from naukri