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Team Lead – Contact Center

Team Lead – Contact Center

ConfidentialMumbai, India
8 days ago
Job description

Job Title

Team Lead – Contact Center

Function

Customer Service

Reports To

Manager – Customer Service

Location

HQC

Travel Required

25% þ 50% ☐ 75% ☐

About DHL Blue Dart Express India :

At Blue Dart, we go beyond delivering shipments—we deliver trust, precision, and excellence. As India's most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day.

We are proud to be consistently ranked among India's Top 100 Great Places to Work® and recognized as part of the DHL Group's Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal—it's a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong.

If you&aposre looking to join a purpose-led, people-first organization that shapes India's supply chain with integrity and care—Blue Dart is where you belong.

Position Overview :

The Team Lead – Contact Center will be responsible for ensuring delivery of best-in-class customer service through professional handling of inbound calls, escalation management, and complaint resolution. The role involves creating a collaborative and positive team environment while driving service quality, operational excellence, revenue from inbound pick-up calls, and cross-selling.

Job Purpose :

To lead, coach, and manage a team of Contact Center Executives, ensuring operational efficiency, customer satisfaction, and revenue growth. The role demands strong people leadership, process adherence, and the ability to resolve customer escalations effectively while building a self-managed, motivated team.

Key Roles & Responsibilities :

Operational Excellence

  • Ensure delivery of high-quality customer service across all inbound calls within stipulated timelines.
  • Oversee timely redressal of shipment-related queries and escalations.
  • Accurately record customer pick-up requests in line with SOPs.
  • Coordinate with Operations for special or priority deliveries.
  • Monitor and improve team performance against key service metrics (response time, call quality, abandoned calls, FTE productivity).
  • Track performance to identify training needs and minimize call-handling errors.
  • Manage effective handling of customer complaints, escalations, and claims.
  • Drive revenue through conversions and cross-selling on inbound calls.

People Leadership

  • Monitor team performance continuously to identify key performers.
  • Provide coaching, mentoring, and training to enhance team capability.
  • Motivate, inspire, and build a collaborative team culture.
  • Develop a self-managed team aligned with organizational goals.

    • Qualifications & Experience :

    Education

  • Essential : Bachelor's degree in any field
  • Preferred : Postgraduate degree or specialization in Customer Service / Operations / Business Management.

    • Experience

  • 4–6 years of experience in Customer Service or Contact Center operations.
  • Minimum 2 years in a team lead or supervisory role, preferably in logistics, e-commerce, or service industry.

    • Skills & Capabilities :

    Technical Skills

  • Strong knowledge of customer service operations and call centre management.
  • Proficiency in call centre tools, CRM systems, and MS Office.
  • Ability to analyse call performance metrics and operational data.

    • Behavioural Competencies

  • Excellent communication and conflict resolution skills.
  • Strong leadership and motivational ability.
  • Customer-oriented mindset with problem-solving skills.
  • Ability to perform under pressure and meet strict timelines.
  • Collaboration and cross-functional coordination skills.

    • Key Performance Indicators :

    Sr. No.

    Key Result Areas

    Key Performance Indicators (KPIs)

    Drive productivity of contact center team in the region

  • % of calls answered within SLA
  • Abandoned calls
  • Average calls per FTE
  • FTE utilization

    • Ensure a pleasant customer service experience

    % scores in audit reports

    Drive revenues from customer service channel

    Revenue from Cash Desk sales and TDD

    Drive customer satisfaction

    % of RFPs / proposals supported; conversion rate and margin contribution of supported deals

    Employee engagement, retention & discipline

  • Employee satisfaction scores
  • % attrition in the team
  • Team's timely reporting and attendance adherence

    • Why join DHL Blue Dart

    When you join us, you're not just taking a job—you're becoming part of a purpose-led movement that's reshaping the future of logistics across India and the world. At Blue Dart, we don't just deliver parcels—we deliver excellence, innovation, and opportunity every day.

    Here's what makes us stand out :

  • Great Place to Work® Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
  • Competitive pay and performance-linked rewards that truly recognize your impact.
  • Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.
  • Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
  • A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter.
  • Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
  • The pride of working with India's most awarded logistics brand, trusted by millions and driven by purpose.

    • This is your chance to do meaningful work, build a career without borders, and thrive in a company that's not just a logistics leader—but a Great Place to Work. Come grow with us.

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    Skills Required

    Customer Service Operations, Ms Office, Crm Systems, Call Centre Management

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