POD Lead

Purpose: Own the day-to-day delivery, quality and people management of one POD, so the POD consistently meets its service, quality and customer-satisfaction targets.

Common responsibilities

- Lead a POD of team leaders and agents; own daily planning, huddles, floor management and shift handovers.

- Drive POD KPIs: CSAT, FCR, AHT, SLA/TAT adherence, quality scores and attrition.

- Coach agents and team leaders through call/chat/ticket audits, one-on-ones and performance improvement plans.

- Work with the RTA team on staffing, shrinkage and intraday adjustments.

- Work with Training & Quality on onboarding, refreshers and calibration sessions.

- Identify top contact drivers and repeat issues, and escalate product, logistics or process gaps to the relevant teams with data.

- Publish daily and weekly performance reports and review them with the AM/AD.

POD-specific focus

Delight & Sales - Own conversion on pre-sales and post-sales sales-assist interactions; drive upsell and cross-sell, product-advisory quality and customer delight initiatives (welcome calls, post-delivery check-ins); track sales-assisted revenue, conversion and NPS/CSAT.

Proactive Escalations -Run proactive outreach on at-risk orders (delivery delays, damages, installation issues) before customers escalate; maintain escalation trackers and closure TATs; handle social, legal and consumer-forum-sensitive cases with cross-functional teams; drive RCA on repeat escalations.

Ticketing - Own ticket queue health across channels (email, marketplaces); drive first-response and resolution TAT; manage ticket tagging accuracy, backlog and reopen rate; partner with vendors and tools teams on routing and automation.

Skills: People leadership, data-driven decision making, Excel/BI reporting, familiarity with CRM and ticketing tools (Freshdesk, Zendesk or similar), strong communication.