Job Description

About the Role:

We are looking for an experienced and motivated

Driver Helpdesk Team Leader

to manage and lead a team responsible for supporting drivers through calls, chats, and emails. The ideal candidate will have strong leadership skills, problem-solving ability, and prior experience in helpdesk operations. This role requires ensuring smooth communication with drivers, resolving escalations, monitoring quality, and driving overall team performance.

Key Responsibilities:

Lead and manage a team of helpdesk executives handling driver queries, issues, and requests Monitor and manage daily operations to ensure timely and effective resolution of driver concerns Handle escalations from drivers and provide quick, accurate solutions Assign, schedule, and oversee workload distribution within the team Track, analyze, and report on team performance (response time, resolution rate, driver satisfaction, and KPIs) Conduct

quality checks on calls/chats/emails

to ensure high service standards Provide regular feedback, coaching, and support to improve team performance Conduct training sessions and performance reviews to enhance team efficiency Support the team directly during peak workloads, escalations, or staffing shortages Ensure compliance with organizational policies and standard operating procedures (SOPs) Collaborate with cross-functional departments (operations, HR, transport) to address driver needs Drive continuous process improvements to enhance helpdesk operations and service quality

Requirements:

Excellent communication skills in English and local language (spoken and written) Prior experience in a helpdesk/customer support team, preferably in transport/logistics Proven experience in leading a team or supervisory role Strong problem-solving, decision-making, and people management skills Hands-on experience with CRM/helpdesk tools Ability to work under pressure while managing KPIs and team escalations effectively

Benefits:

Leadership role with career growth opportunities Positive and inclusive work culture Competitive salary with performance incentives

Language:

English (Required)
Job Types: Full-time, Permanent

Pay: ₹320,000.00 - ₹540,000.00 per year

Benefits:

Health insurance Provident Fund
Work Location: In person