Logistics Team Lead

Role Overview We are seeking an experienced Logistics Team Lead with a strong background in BPO and back-office operations to oversee shipping, logistics, and shipment-related processes. This position requires managing daily operational tasks, documentation, and ensuring accuracy and efficiency across all logistics functions. You will play a crucial role in maintaining customer satisfaction while managing operational metrics and team performance. Key Responsibilities - Manage and enhance overall customer experience and satisfaction metrics - Monitor and optimize SLAs, AHT, utilization rates, outliers, attendance, and attrition levels - Lead client management activities through effective SLA monitoring, query resolution, and regular client communication - Develop and guide team members on performance improvement and career progression - Plan and implement succession planning strategies within the team - Identify and execute process and productivity improvement initiatives - Conduct performance reviews and provide constructive feedback to team members - Collaborate with Quality, Workforce Planning, and HR teams on operational matters - Prepare detailed daily, weekly, and monthly reports using MS Excel - Manage floor operations effectively during high-volume processing and tight delivery deadlines Required Qualifications - Minimum 6-10 years of proven experience in BPO, BPS, or back-office operations - Strong understanding of operational processes and logistics workflows - Advanced proficiency in MS Excel including formulas, data analysis, and reporting - Excellent data entry and documentation skills with attention to detail - Outstanding communication skills both written and verbal - Any graduate degree from a recognized university - Basic knowledge of logistics or supply chain management preferred Why Join Us Join Tata Consultancy Services, a globally recognized leader in IT and business services with a culture of excellence and innovation. This role offers you the opportunity to lead a dynamic team, develop your management skills, and contribute to critical logistics operations while working with a reputable organization.

- 6-10 years BPO operations experience - Proficiency in MS Excel with formulas and data handling - Strong data entry and documentation abilities - Excellent communication and attention to detail - Understanding of operational processes - BPO management experience - Team handling and leadership skills - Import export knowledge preferred - Backend operations expertise - Operations management background