AM-DM Call centre operations (Roadside Assistance/assurance)

Bizdeed Hr Solutions; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

Bizdeed Hr Solutions is seeking an Assistant Manager/ Dy.Manager - Roadside Assistance (RSA) Operations in Gurgaon (Sec 44) to lead RSA call-center operations. The role focuses on end-to-end support during vehicle breakdowns, emergency service requests, and real-time customer communication while upholding SLA performance.

We require 5-6 years in BPO/Call Center with 12+ years in Team Leadership, and prior RSA/auto services or emergency handling exposure. Budget 6-8 LPA based on exp.

Qualifications

• 5-6 years in BPO/Call Center with at least 12 years as a Team Leader.
• Experience in RSA, Auto Services, Insurance Claims, or Field Operations preferred
• Exposure to emergency/priority service handling

Responsibilities

• Lead and manage a team handling inbound/outbound RSA cases (breakdown, towing, battery jumpstart, flat tyre, fuel delivery, etc.)
• Ensure end-to-end case management from creation to closure with proper documentation
• Drive SLA adherence (ETA, TAT, dispatch time) and minimize delays
• Monitor metrics such as Quality, CSAT, FCR, AHT, and Case Closure Accuracy
• Coordinate with vendors/partners for timely service delivery
• Publish daily operational reports and maintain data accuracy

Skills

Leadership

Real-time ops mgmt

Communication

RSA lifecycle

Vendor coordination

Reporting/MIS

Job description

Urgent Hiring for Assistant Manager/ Dy.Manager - Roadside Assistance (RSA) Operations

• Job Location Gurgaon, sec 44
• Exp 5+ yrs releant (1-2 yrs as team Leader)
• Budget: 6-8 LPA (as per exp)
• Team Handling experience required

Job Summary

We are looking for an experienced AM/ DM to manage Roadside Assistance (RSA) operations within a call center environment. The role involves ensuring seamless end-to-end customer support during vehicle breakdown situations, managing emergency service requests, vendor coordination, and real-time customer communication while maintaining high service quality and SLA adherence.

Key Responsibilities

• Lead and manage a team handling inbound/outbound RSA cases (breakdown, towing, battery jumpstart, flat tyre, fuel delivery, etc.)
• Ensure end-to-end case management from creation to closure with proper documentation
• Drive SLA adherence (ETA, TAT, dispatch time) and minimize delays
• Monitor key metrics such as Quality, CSAT, FCR, AHT, and Case Closure Accuracy
• Conduct call monitoring, audits, and feedback sessions to ensure quality communication
• Handle critical escalations and ensure timely resolution
• Coordinate with vendors/partners for timely service delivery
• Ensure compliance with accurate case handling and no fake closures
• Track ETA vs actual service delivery and drive improvements
• Publish daily operational reports and maintain data accuracy
• Identify training needs and conduct team refreshers
• Maintain team engagement in a 24x7 high-pressure environment

Key Skills & Competencies

• Strong leadership and real-time operations management experience
• High ownership and ability to handle critical situations
• Excellent communication with empathy and problem-solving approach
• Understanding of RSA lifecycle and vendor coordination
• Analytical mindset with strong reporting skills (MIS, Excel, dashboards)

Preferred Experience

• 5-6 years in BPO/Call Center with at least 12 years as a Team Leader
• Experience in RSA, Auto Services, Insurance Claims, or Field Operations preferred
• Exposure to emergency/priority service handling

Key KPIs

• SLA adherence (ETA, dispatch time)
• CSAT, FCR, Quality Scores
• Repeat cases and closure accuracy
• Vendor performance and escalation handling