Job Description: Operations Lead

Department: Operations

Reports To: Operations Manager / Head of Operations

Experience: 3+ Years of Experience

Job Type: Full-time

Location: Bengaluru

Team Size: 10 members

About the Role

We are looking for an Operations Trainee to support and coordinate day-to-day operations across CRM and Technician departments. This role offers hands-on experience in operations management, team coordination, and cross-functional collaboration. The trainee will work closely with a team of 10 members and gain exposure to customer relationship management, field operations, and process optimization.

Key ResponsibilitiesCRM Department Management

• Assist in managing customer queries, complaints, and feedback through the CRM system
• Ensure timely follow-ups and resolution of customer issues
• Maintain accurate customer records and update CRM database regularly
• Generate reports on customer satisfaction, response time, and issue trends
• Coordinate with sales and support teams for seamless customer experience

Technician Department Coordination

• Schedule and assign technicians for field visits and service requests
• Track technician performance, attendance, and task completion
• Ensure availability of tools, equipment, and materials for field operations
• Monitor technician reporting and documentation of completed work
• Coordinate with vendors and service partners as needed

Team Management (10 Members)

• Supervise and support a team of 10 operations staff
• Assign daily tasks and monitor progress
• Conduct daily/weekly team meetings and briefings
• Address team queries and escalate issues to senior management
• Foster a collaborative and efficient work environment

General Operations

• Maintain operational dashboards and track KPIs
• Prepare daily/weekly reports for management review
• Identify bottlenecks and suggest process improvements
• Ensure compliance with company policies and standard operating procedures
• Support other departments as required during peak operations

Required Skills & QualificationsEducational Qualification

• Bachelor's degree in Business Administration, Operations Management, or any related field
• MBA or diploma in Operations is a plus

Skills & Competencies

• Good communication and interpersonal skills
• Basic understanding of CRM tools (Salesforce, Zoho, or similar)
• Ability to multitask and prioritize effectively
• Strong organizational and time management skills
• Problem-solving mindset and attention to detail
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Willingness to learn and adapt in a fast-paced environment

Personal Attributes

• Team player with a positive attitude
• Proactive and self-motivated
• Ability to work under pressure and meet deadlines
• Good leadership potential for managing small teams

Good-to-Have

• Prior internship or exposure in operations, customer service, or field management
• Familiarity with field service management software
• Basic knowledge of data analysis and reporting tools

What We Offer

• Hands-on training in operations and team management
• Mentorship from experienced operations leaders
• Opportunity for fast-track growth based on performance
• Exposure to CRM, technician coordination, and cross-functional operations
• Competitive stipend/salary and benefits