DM/Manager Call centre operations (Roadside Assistance)

Bizdeed Hr Solutions; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Bizdeed Hr Solutions is looking for an experienced Manager Operations to lead Roadside Assistance (RSA) within a call center in Gurgaon. You will oversee end-to-end RSA support, coordinating vendors and communicating with customers in real time to ensure high service quality and SLA adherence.

The role requires 7+ years in BPO/call center settings, team leadership, and a track record in emergency/service operations.

Qualifications

• 7+ years in BPO/Call Center with leadership experience.
• Experience in RSA, auto services, insurance claims, or field ops preferred.
• Exposure to emergency/priority service handling.

Responsibilities

• Lead and manage a team handling RSA cases end-to-end.
• Drive SLA adherence (ETA, TAT, dispatch time) and monitor QoS metrics.
• Coordinate with vendors/partners for timely service delivery.
• Publish daily operational reports and ensure data accuracy.
• Identify training needs and conduct team refreshers.
• Handle escalations and ensure timely resolutions.

Skills

Leadership

Real-time operations

ownership

Empathetic communication

RSA lifecycle knowledge

Vendor coordination

Analytics & reporting

Tools

Excel

Dashboards / MIS

Job description

Urgent Hiring for Manager Operations - Roadside Assistance (RSA)

• Job Location Gurgaon, sec 44
• Exp 7+ yrs releant
• Budget: 10 lpa - 15 lpa (as per exp)
• Team Handling experience required

Job Summary:

We are looking for an experienced DM / Manager 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:

• 7+ years in BPO/Call Center with at least 2-3 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