Fleetx.io - Team Lead - Customer Service/Operations

Responsibilities:

1. Lead, supervise, and coach a team of approximately 20 calling executives to ensure consistent performance and service quality.

2. Plan and manage shift rosters, task distribution, and workforce coverage to meet operational requirements.

3. Conduct regular team huddles, one-on-one discussions, and performance evaluations.

4. Ensure every violation alert is addressed through timely outbound calls to the respective drivers.

5. Monitor compliance with approved call scripts, communication standards, and quality guidelines.

6. Review call recordings and validate the accuracy of responses captured by the team.

7. Identify critical or recurring violations and escalate them promptly to customers or clients as per defined protocols.

8. Maintain detailed escalation records, including timelines, actions taken, and response history.

9. Prepare and share daily, weekly, and monthly MIS reports covering call volumes, closure ratios, violation categories, and team productivity.

10. Track and analyze key performance indicators such as call adherence, response quality, turnaround time (TAT), and resolution effectiveness.

11. Support onboarding and training of new calling agents to ensure quick ramp-up and process adherence.

12. Implement call quality audits and provide structured feedback to continuously improve communication standards and professionalism.