The Team Leader – Delivery is responsible for supervising day-to-day delivery operations, ensuring timely dispatches, monitoring rider/driver performance, and maintaining high levels of service quality. The role requires strong leadership, operational knowledge, and people management skills to achieve delivery targets and customer satisfaction.
Key Responsibilities:
Operational Management
Oversee daily last-mile delivery operations at the assigned hub/area.
Ensure on-time dispatch and completion of delivery orders.
Manage route planning, allocation, and workforce scheduling.
Monitor SLAs (Service Level Agreements) including TAT, productivity, and customer service quality.
Team Management
Supervise and guide delivery executives/drivers.
Conduct regular team briefings and provide training on processes, safety, and compliance.
Track attendance, discipline, and performance of team members.
Motivate and engage staff to reduce attrition and improve efficiency.
Performance Monitoring & Reporting
Monitor KPIs such as delivery efficiency, order accuracy, customer feedback, and cost control.
Maintain accurate MIS reports and share daily/weekly updates with management.
Identify operational gaps and suggest process improvements.
Customer & Stakeholder Management
Handle escalations and resolve delivery-related issues promptly.
Coordinate with customer service, fleet management, and warehouse teams for smooth operations.
Ensure compliance with company policies, safety standards, and regulatory requirements.
Skills & Competencies:
Strong leadership and team management skills.
Knowledge of logistics/delivery operations and routing systems.
Ability to analyze data, prepare reports, and improve processes.
Good communication and problem-solving skills.
Tech-savvy with familiarity in delivery apps, dashboards, and MS Excel.
Qualifications & Experience:
Graduate / Diploma (preferred in Logistics, Supply Chain, or related field).
Min 1 year of experience in logistics, courier, e-commerce, or delivery operations.
Experience in handling a team of delivery executives/drivers.
Key Performance Indicators (KPIs):
On-time delivery rate.
Delivery accuracy and order completion.
Productivity per delivery executive.
Customer satisfaction & issue resolution.
Attrition & absenteeism control.