CS InCenter Manager - Goa

Delhivery; North Goa; On-site; INR 400,000 - 700,000; Full time

Job summary

Delhivery in India’s Goa region seeks an experienced operations professional to enhance process improvements and client satisfaction. The role emphasizes monitoring escalations, shipping- and documentation compliance, and proactive problem solving within a fast-paced logistics environment.

The ideal candidate will analyze data, collaborate with internal teams and clients, and travel to nearby centers during peak periods to ensure service quality and efficiency.

Qualifications

• Experience in operations, logistics, or client services, preferably with process improvement focus.
• Strong analytical skills with data interpretation.
• Excellent communication and interpersonal skills for collaboration.
• Proactive problem-solving mindset with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Monitor and manage escalation tickets aiming for a 90% resolution SLA for tickets exceeding 2 days.
• Reduce invalid complaints by improving validation feedback loops to operations, contributing to a decrease in 'fake/invalid CCFs'.
• Oversee shipment aging, targeting 80% of open shipments (FWD/RT) to be cleared within 2 days, 90% within 3 days, and zero outstanding beyond 10 days.
• Ensure pre-dispatch appointment adherence, aiming for 98% compliance with complete documentation.
• Achieve 100% closure for missing documented items within 24 hours of identification.
• Reduce non-CCF open cases at the center level by 30%.
• Willingness to travel and oversee nearby centers during stress/ sale periods

Skills

Operations experience

Logistics

Client services

Analytical skills

Communication skills

Interpersonal skills

Multi-tasking

Proactive problem-solving

Job description

What you'll be doing -

• Monitor and manage escalation tickets aiming for a 90% resolution SLA for tickets exceeding 2 days.
• Reduce invalid complaints by improving validation feedback loops to operations, contributing to a decrease in "fake/invalid CCFs".
• Oversee shipment aging, targeting 80% of open shipments (FWD/RT) to be cleared within 2 days, 90% within 3 days, and zero outstanding beyond 10 days.
• Ensure pre-dispatch appointment adherence, aiming for 98% compliance with complete documentation.
• Achieve 100% closure for missing documented items within 24 hours of identification.
• Reduce non-CCF open cases at the center level by 30%
• Willingness to travel and oversee nearby centers during stress/ sale periods

What We're Looking For:

• Proven experience in operations, logistics, or client services, preferably within a role focused on process improvement and client satisfaction.
• Strong analytical skills with the ability to interpret data and identify areas for improvement.
• Excellent communication and interpersonal skills, capable of collaborating effectively with internal teams (operations, customer service, business development) and external clients.
• A proactive and problem-solving mindset, with a keen eye for detail.
• Ability to manage multiple priorities in a fast-paced environment.
• What you'll be doing -relevant software and tools for tracking and reporting.