Deputy Manager/Manager - Call Centre Operations - Mobility/Automotive Sector

Job Title: Call Centre Operations Manager (Deputy Manager / Manager)

Location: Chennai

Industry: Mobility / Automotive

Function: Customer Support & Service Operations

Experience: 6-15 years

Qualification: B.E. / B.Tech in Mechanical, Automobile, EEE, or Mechatronics

About the Role

We're looking for a motivated and experienced professional to lead the operations of a 24x7 customer support center for a rapidly growing mobility business. This leadership role is essential in ensuring smooth coordination across multiple vehicle segments, while continuously enhancing customer experience through efficient service delivery, issue resolution, and team management.

Key Responsibilities

- Team & Shift Management: Lead a customer support team working in rotational shifts; ensure adequate staffing and performance tracking using KPIs such as CSAT, TAT, and resolution rates.

- Customer Support Operations: Oversee end-to-end complaint handling, product-related queries, and roadside assistance coordination across all business units.

- Vendor Management: Liaise with third-party service providers for roadside assistance; ensure SLA compliance and high service quality.

- Escalation Handling: Respond to escalated queries with urgency; conduct root cause analysis and implement preventive measures.

- Post-Service Feedback: Manage structured follow-ups and surveys to gather insights; share learnings with internal stakeholders for continuous service enhancement.

- Reporting & Analysis: Maintain dashboards and generate weekly/monthly reports on key metrics and service trends.

- Process Improvement: Lead initiatives to enhance the customer journey through digital tools, self-service solutions, and quality assurance protocols.

- Crisis Response: Develop contingency plans to manage spikes in call volume, system downtimes, or service disruptions.

What We're Looking For

- Engineering graduate with specialization in Mechanical, Automobile, EEE, or Mechatronics

- 6 to 15 years of relevant experience in after-sales support or call center management (preferably in automotive or mobility sectors)

- Strong command over multiple languages is an added advantage

- Excellent problem-solving, communication, and team leadership skills

- Hands-on experience with reporting tools and Microsoft Office (Excel, PowerPoint)

- Ability to work in a fast-paced, agile environment with a customer-first approach