Team Lead (SME) – Operations

Department: Operations
Location: South Goa, India (Work from Office)
Employment Type: Full-time
Reporting To: Operations Manager
Experience Required: Minimum 3–6 years (at least 1–2 years in a Team Lead / SME role)
Job Timings: 5am - 2pm IST

Role Summary

The Team Lead (SME) - Operations will be responsible for managing end-to-end post-sales operational activities while acting as a Subject Matter Expert (SME) for processes, service standards, and workflow management. The role involves overseeing scheduling, logistics, complaint management, CRM operations, and team performance to ensure operational efficiency, quality compliance, and high customer satisfaction.

The ideal candidate must possess strong leadership skills, hands-on operational expertise, and the ability to manage escalations, streamline processes, and drive team productivity.

Key Responsibilities

Operational Management

• Supervise and manage daily post-sales operational activities.
• Oversee scheduling, service coordination, and logistics planning.
• Ensure adherence to defined SOPs, workflows, and service standards.
• Monitor productivity, turnaround time (TAT), and service efficiency.
• Identify operational bottlenecks and implement corrective actions.
• Ensure timely resolution of customer complaints and escalations.

Team Leadership & SME Support

• Lead, mentor, and manage a team of operations executives.
• Foster accountability, ownership, and a performance-driven culture.

CRM & Process Management

• Manage and monitor CRM systems for accurate data tracking.
• Ensure proper documentation of customer interactions and service updates.

Quality & Compliance

• Ensure accuracy and quality in operational deliverables.
• Maintain documentation and update process guidelines.
• Ensure compliance with internal policies and service benchmarks.

Customer Experience & Escalation Handling

• Handle complex customer objections and escalated cases.
• Maintain high levels of customer satisfaction and retention.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Operations, Management, or related field.
• 3–6 years of operations experience with proven team handling experience.
• Strong understanding of post-sales operations, scheduling, logistics, and complaint management.
• Experience in CRM management and reporting.
• Proven experience in leading teams and driving performance.

Key Skills & Competencies

Core Skills

• Strong leadership and people management
• Excellent communication and interpersonal skills
• Objection handling and conflict resolution
• Decision-making and problem-solving ability
• Process-oriented mindset
• Time and priority management

Technical Skills

• CRM management
• MIS reporting and data tracking
• MS Office proficiency
• Workflow and process optimization

Behavioural Competencies

• Accountability and ownership
• Analytical thinking
• Ability to work under pressure
• Stakeholder coordination
• Coaching and mentoring capability

Job Type: Full-time

Work Location: In person