Contact Center Lead

Mw Mines; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Mw Mines is seeking a founding-team-adjacent leader to run the contact center in India. This role will personally handle calls, manage escalations as an L3, and own the function’s numbers. You will recruit, train, and supervise 12 agents, while coordinating with Operations on backups and SLA adherence.

Fluent Hindi plus strong English (or other Indian languages) are essential for success. The position requires a hands-on operator who can own the end-to-end registrations, call outcomes, and

Qualifications

• Extensive experience in logistics/dispatch/tele calling.
• Experience leading a small contact center or team.
• Fluent Hindi; strong proficiency in English or other languages.

Responsibilities

• Handle the full range of calls personally: outbound registration outreach, trip-offer confirmation, inbound support, and complex/escalated cases there’s no one else to hand off to yet.
• Own registration pipeline numbers (leads registrations active users) and trip-confirmation SLA directly
• Coordinate backup-truck mobilization and quality-hold/schedule-exception liaison with Operations when those cases arise
• Build and maintain the onboarding-call script and log call outcomes in case-management system
• Hire, train, and directly supervise the 12 Contact Center Agents as the team scales
• Be the single point of contact into Head of Operations for anything the team can't resolve

Skills

Call handling

Team leadership

Escalation management

Process documentation

Tools

Case management system

Job description

Role Summary

Runs the entire contact center function solo at this stage takes calls like an agent, owns escalations like an L3, and carries manager accountability for the function's numbers.

Key Responsibilities

Handle the full range of calls personally: outbound registration outreach, trip-offer confirmation, inbound support, and complex/escalated cases there's no one else to hand off to yet

Own registration pipeline numbers (leads registrations active users) and trip-confirmation SLA directly

Coordinate backup-truck mobilization and quality-hold/schedule-exception liaison with Operations when those cases arise

Build and maintain the onboarding-call script and log call outcomes in case-management system

Hire, train, and directly supervise the 12 Contact Center Agents as the team scales

Be the single point of contact into Head of Operations for anything the team can't resolve

Qualifications & Experience

46 years logistics/dispatch/tele calling experience, ideally with some team-lead or supervisory exposure

Fluent Hindi; strong working proficiency in at least 2 of English, Punjabi, Marwari, Gujarati, Haryanvi

Comfortable operating without a large support structure — this is a founding-team-adjacent hire, not a floor employee

Success Metrics / KPIs

New registrations per week

Registration-to-active-trip conversion rate

Trip-confirmation SLA

Escalation resolution time