Team Lead Swiggy Order Management Team

Team Lead Swiggy OMT (Order Management Team)

Company: Writer Information Location: Bangalore Whitefield Process: Swiggy OMT (Voice/Blended) Employment Type: Full-Time Shift: Rotational (including weekends/peak hours)

Role Overview

The Team Lead OMT will manage a team handling real-time order management scenarios including order confirmation, modifications, cancellations, delivery delays, merchant coordination, and customer escalations. The role requires strong operational control, quick decision-making, and the ability to manage high-volume peak-hour traffic while ensuring SLA adherence and customer satisfaction.

Key Responsibilities

1. Operations Management

• Lead a team of Customer Support Executives handling live order-related queries.
• Ensure adherence to SLAs, response timelines, and resolution quality.
• Monitor queue volumes, shrinkage, and productivity in real time.
• Manage peak-hour escalations and ensure seamless coordination with Delivery Partners and Merchants.

• Drive KPIs including CSAT, AHT, FCR, Escalation %, and Productivity.
• Conduct daily huddles, performance reviews, and one-on-one sessions.
• Prepare daily/weekly MIS reports and share performance insights with management.
• Identify bottom performers and implement structured improvement plans.

3. Escalation Handling

• Handle complex customer, merchant, and delivery partner escalations.
• Ensure quick resolution in high-impact cases (refund disputes, delay compensations, service failures).
• Act as first point of contact for client escalations from Swiggy stakeholders.

4. Cross-Functional Coordination

• Work closely with QA, Training, and WFM teams.
• Ensure process adherence and immediate action on quality gaps.
• Support new process rollouts and updates from Swiggy.

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Eligibility & Experience

• 4–7 years of experience in Voice/Blended BPO operations.
• Minimum 1–2 years of experience as Team Lead.
• Prior experience in E-commerce / Swiggy / Zomato / Food Delivery operations preferred.
• Strong understanding of high-volume, real-time support environments.

Core Competencies

• Strong decision-making under pressure
• Real-time operational control
• People management & coaching skills
• Strong reporting & MS Excel skills
• Willingness to work rotational shifts

Interested Candidates Please contact - 7373130693 Purushoth HR