Team Lead - DC
- Sodexo
- 3 - 7 years
- Mumbai
- 1 month ago
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Job Description
Location : Goregaon East (NESCO)
Shift Timings : General Shift
Role Description:
The Assistant Manager / Team Leader Digital Concierge Services is responsible for overseeing the delivery of high-touch, personalized concierge experiences while ensuring operational excellence across the team. This role combines hands-on management of complex and high-value member requests with leadership responsibilities to drive team performance, efficiency, and service quality.
Provides day-to-day guidance, coaching, and support to Senior Executives and Executives, ensuring consistent adherence to service standards and SLAs. They are accountable for monitoring workflows, resolving escalations, and making informed decisions to enhance member satisfaction and retention. In addition, this role plays a critical part in analyzing operational performance through reports and dashboards, identifying improvement opportunities, and implementing process enhancements. The Assistant Manager / TL collaborates closely with internal stakeholders and partners to streamline operations and elevate the overall concierge experience.
Key Responsibilities:
- Lead daily operations of the Digital Concierge team to ensure high-quality, personalized member experiences
- Supervise, coach, and mentor team members to drive performance and service excellence
- Manage complex and escalated member requests with strong ownership and decision-making
- Monitor and ensure adherence to SLAs, KPIs, and quality standards
- Conduct performance reviews, quality checks, and provide constructive feedback
- Analyze reports and identify opportunities for operational and service improvements
- Drive process enhancements and implement best practices
- Act as the primary escalation point for member and team-related issues
- Collaborate with internal teams and external partners to deliver seamless service
- Support team planning, training, and engagement while stepping in during leadership gaps
Preferred candidate profile
Minimum years of related experience required:
4-7 years of experience in: Customer service, Hospitality, Concierge or front desk operations
Preferred years of related experience:
4-7 years of experience in: Customer service, Hospitality, Concierge or front desk operations
Competencies/Behaviors required for job:
- Member-centric mindset with a strong focus on delivering personalized, high-quality service
- Strong leadership and team management skills to guide, motivate, and develop team members
- High level of ownership and accountability for decisions, tasks, and outcomes
- Excellent problem-solving and decision-making abilities, especially in complex situations
- Clear, professional, and empathetic communication skills
- Effective stakeholder management and collaboration across teams and partners
- Strong attention to detail and commitment to service quality
- Ability to adapt and perform under pressure in a fast-paced environment
- Performance-driven with a focus on achieving KPIs, SLAs, and continuous improvement
- Coaching and mentoring mindset to support team growth and development
Job Classification
Industry: Facility Management ServicesFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: SodexoLocation(s): Mumbai
Keyskills: Team Handling Team Management Blended Process Digital Concierge Customer Service Customer Support Bpo Operations Team Leading
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