Operation Manager (Roadside Assistance Industry)

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.

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