Assistant Manager / Manager – Operations
Location: Gurgaon
Experience: 3–5 Years
Position Overview
We are seeking a dynamic and experienced Assistant Manager / Manager – Operations to oversee our roadside assistance operations. The ideal candidate will have a strong background in the RSA industry, with proven experience in call center operations management. This role demands exceptional leadership skills, the ability to manage large teams, and a commitment to operational excellence in a fast-paced environment.
Key Responsibilities
- Team Management: Lead and manage a large team of customer support and dispatch professionals, ensuring high levels of performance and engagement.
- Operations Oversight: Oversee 24x7 operations, ensuring efficient and effective service delivery in line with company standards.
- Stakeholder Management: Maintain strong relationships with internal and external stakeholders, ensuring clear communication and alignment on operational goals.
- Vendor Management: Collaborate with vendors to optimize service delivery and manage contractual obligations effectively.
- Client Management: Serve as a primary point of contact for clients, addressing inquiries and resolving issues promptly.
- SLA Management: Monitor and manage Service Level Agreements (SLAs), ensuring compliance and timely escalation of issues as needed.
- Performance Metrics: Analyze operational performance metrics and implement strategies for continuous improvement in service delivery and customer satisfaction.
- High-Volume Operations: Manage high-volume customer support and dispatch operations, ensuring swift response times and effective resolution of customer issues.
Mandatory Requirements
- Proven experience in the Roadside Assistance (RSA) industry.
- Strong background in call center operations management.
- Demonstrated experience in managing large teams.
- Excellent communication and stakeholder management skills.
- Experience in vendor management and client management.
- Expertise in SLA management and escalation handling.
- Preferred experience in high-volume customer support and dispatch operations.
Ideal Candidate
The ideal candidate should be capable of managing 24x7 operations in a fast-paced roadside assistance environment and driving operational excellence. A proactive approach to problem-solving, strong analytical skills, and the ability to thrive under pressure are essential for success in this role.
Why Join Us
- Opportunity to work in a dynamic and fast-paced environment.
- Be part of a company that values innovation and operational excellence.
- Competitive salary and benefits package.
Skills: operational excellence,service delivery,operations,client management,management,customer support,roadside assistance,vendor management,24x7
Skills Required
Client Management, roadside assistance , Team Management, Stakeholder Management, Sla Management, performance metrics, Vendor Management
