Role & responsibilities Analyze Customer problems and providing solutions using the knowledge based. Diagnose customer issues through process of elimation by asking probing questions. Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures. Preferred candidate profile 0 to 3 Years of experience. Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Proficiency with computers, especially with CRM software and strong typing skills. Previous customer service experience, especially in practical industry preferred. Perks and benefits Best compensation as per Industry std
About the Role: We are looking for dynamic and accountable Regional Network Managers to lead and manage our company-owned (COCO) fleet operations across assigned regions. This role is crucial in ensuring fast, reliable, and high-quality roadside assistance service delivery to our customers. Key Responsibilities: Driver Hiring & Management: Recruit, onboard, and manage COCO drivers and mechanics, ensuring adequate coverage and adherence to operational standards. Fleet Operations: Oversee the maintenance and availability of towing vehicles and service bikes in the region. Performance & Productivity: Drive daily productivity of drivers and mechanics, ensuring efficient dispatch, coverage, and completion of service requests. TAT & C-Sat: Ensure adherence to turnaround time (TAT) SLAs and maintain high customer satisfaction (C-SAT) scores across all RSA interventions. Monitoring & Reporting: Generate daily/weekly MIS reports to track fleet usage, driver performance, downtime, and key KPIs. Rewards & Recognition: Run incentive and recognition programs to motivate COCO fleet staff and boost performance. Compliance & Vigilance: Remain alert and proactive to detect and investigate any fraudulent or inappropriate activity within the network. Take corrective actions as required. Cross-functional Collaboration: Coordinate with control room, tech, and quality teams to ensure smooth operations and process compliance. Required Skills & Experience: 5-10 years of experience in transport/logistics/fleet or RSA operations. Proven team management experience, especially with blue-collar workforce. Strong understanding of vehicle maintenance, dispatch management, and SLA adherence. Analytical and process-oriented with strong reporting and operational control skills. Ability to thrive in a high-pressure, field-intensive role with strong problem-solving mindset. Preferred: Experience working in Roadside Assistance, Vehicle Towing, or On-Road Service companies. Exposure to managing regional operations across multiple cities/towns. Local language fluency for effective driver and mechanic engagement.
About Global Assure: At Global Assure, we are a six-year-old, fast-growing company specializing in vehicle breakdown, health, wellness, and travel assistance. In just a few years, weve become one of the fastest-growing players in the industry, achieving an impressive 50% year-on-year growth. Our focus is simple but powerful: to create lasting, meaningful relationships with both our customers and our employees. For our customers, we provide reliable, empathetic assistance in times of distress, whether its on the road, dealing with a health issue, or managing travel challenges. But we also understand that our success depends on our people. By fostering a supportive, growth-oriented environment, we empower our employees to develop their skills, take on new challenges, and grow with the company. We believe that a companys success is driven by the strength of its team, which is why we are committed to creating an engaging and rewarding workplace. As we continue to grow, we offer a unique opportunity for employees to make an impact, advance their careers, and be part of an organization that values both customer satisfaction and employee well-being. If youre looking for a career where you can contribute to a company that values both its customers and its people, Global Assure is the perfect place for you. Company Info Address:5Th Floor, Tower A, Park Centra Building, National , GURGAON, Haryana, India Position - Customer Service Team Lead As a Customer Service Team Leader, you will be responsible for overseeing a team of customer service representatives (CSRs), ensuring high standards of service delivery, managing day-to-day operations, and providing leadership to help meet organizational goals. You will guide and support your team in resolving customer issues, promoting excellence, and fostering an environment of continuous improvement. Key Responsibilities : Team Leadership : Supervise and motivate a team of customer service representatives. Ensure team members meet performance targets and service standards. Customer Interaction : Handle complex customer inquiries, complaints, and escalations, ensuring resolution in line with company policies and customer expectations. Performance Monitoring : Track team performance metrics and provide regular feedback to team members. Implement coaching and development strategies for continuous improvement. Training & Development : Conduct training programs and workshops to improve team skills, product knowledge, and overall customer service performance. Operational Efficiency : Optimize customer service workflows, ensuring processes are effective and aligned with company objectives. Quality Assurance : Maintain high-quality service by ensuring compliance with service standards and handling customer feedback. Reporting & Administration : Prepare performance reports, track key performance indicators (KPIs), and participate in leadership meetings to discuss performance trends. Qualifications : Proven experience in a customer service or team leader role (2-3 years preferred). Strong leadership, communication, and interpersonal skills. Ability to manage and motivate a team in a high-pressure environment. Excellent problem-solving abilities and conflict resolution skills. Knowledge of customer service best practices and relevant software tools (CRM, Microsoft Office). Bachelors degree in Business, Communications, or related field (preferred but not required). Desired Skills : Exceptional organizational skills and attention to detail. Strong decision-making abilities and proactive management approach. Ability to foster a collaborative and positive team culture. Working Conditions : Flexible work hours, including occasional evenings or weekends as needed. Competitive salary and benefits package, including health insurance, paid time off, and career development opportunities. Why Join Global Assure? At Global Assure , we understand that when customers reach out for assistance, they are often in distress and need immediate support. As a member of our team, you ll have the opportunity to make a real difference in people s lives, providing reassurance, practical solutions, and compassionate care. If you are a dedicated problem-solver with a passion for delivering outstanding service, we invite you to join our team and be part of our mission to provide exceptional assistance to those in need. Why You Should Apply: Make a Real Impact: Help people when they need it most, delivering compassionate support in moments of distress. Growth Opportunities: Be part of a company that values its people, offering opportunities for professional development and advancement. Supportive Team Environment: Work with a dynamic team committed to delivering excellence in customer service.
Key Responsibilities: Customer Issue Resolution: Identify and resolve customer problems using the knowledge base and available resources, ensuring each solution is tailored to the customers unique needs. Empathy & Support: As our customers often reach out during times of distress, its crucial to treat each customer with the care and attention they deserve. Youll provide compassionate, thoughtful support, as you would to a friend or family member in need. Problem Diagnosis: Use a logical approach to diagnose issues, ask probing questions, and provide effective solutions to customers in stressful situations. Documentation: Accurately document customer issues, following company guidelines and maintaining detailed records for future reference. Service Explanation: Clearly explain service contract provisions to customers, especially in challenging situations, ensuring they understand their benefits and options. Inbound & Outbound Calls: Handle both inbound and outbound calls, as well as email inquiries, providing prompt, professional, and courteous assistance. Adherence to SOPs: Follow Standard Operating Procedures (SOPs) and company scripts to ensure consistent, high-quality service. Quality Improvement: Continuously contribute to the improvement of service quality by recommending and implementing better processes and solutions. Active Listening & Communication: Exhibit excellent active listening skills, demonstrating empathy and understanding in every interaction. Communicate clearly and professionally, both in writing and verbally. Problem-Solving: Use logical reasoning to evaluate alternative solutions and make decisions that benefit the customer and align with company goals. Time Management & Responsibility: Manage time effectively, prioritizing tasks and ensuring that customer needs are met in a timely manner. Why You Should Apply: Make a Real Impact: Help people when they need it most, delivering compassionate support in moments of distress. Growth Opportunities: Be part of a company that values its people, offering opportunities for professional development and advancement. Supportive Team Environment: Work with a dynamic team committed to delivering excellence in customer service. Preferred candidate profile Key Skills & Qualifications: Exceptional Customer Service: Strong ability to listen actively, empathize with customers, and provide clear, concise solutionsespecially when customers are facing stressful situations. Communication Skills: Excellent verbal and written communication, with a professional phone demeanor. Language : Must know Hindi & English, Other regional Language is a plus. Empathy: Ability to treat customers with compassion, patience, and understanding, particularly in distressing circumstances. Problem-Solving Abilities: Strong reasoning skills to assess customer issues and provide the best possible resolution. Technical Proficiency: Comfortable using CRM software and other computer systems; strong typing skills. Previous Experience: Previous customer service experience is preferred, especially in a service-oriented or practical industry. Education: A college degree or equivalent experience is preferred. Accountability: Take ownership of tasks and responsibilities, ensuring high standards of service are met. Why Join Global Assure? At Global Assure , we understand that when customers reach out for assistance, they are often in distress and need immediate support. As a member of our team, you’ll have the opportunity to make a real difference in people’s lives, providing reassurance, practical solutions, and compassionate care. If you are a dedicated problem-solver with a passion for delivering outstanding service, we invite you to join our team and be part of our mission to provide exceptional assistance to those in need. WhatsApp your CV to 8130471166 or mail to neha.luthra@globalassure.com
Key Responsibilities: Customer Issue Resolution: Identify and resolve customer problems using the knowledge base and available resources, ensuring each solution is tailored to the customers unique needs. Empathy & Support: As our customers often reach out during times of distress, its crucial to treat each customer with the care and attention they deserve. Youll provide compassionate, thoughtful support, as you would to a friend or family member in need. Problem Diagnosis: Use a logical approach to diagnose issues, ask probing questions, and provide effective solutions to customers in stressful situations. Documentation: Accurately document customer issues, following company guidelines and maintaining detailed records for future reference. Service Explanation: Clearly explain service contract provisions to customers, especially in challenging situations, ensuring they understand their benefits and options. Inbound & Outbound Calls: Handle both inbound and outbound calls, as well as email inquiries, providing prompt, professional, and courteous assistance. Adherence to SOPs: Follow Standard Operating Procedures (SOPs) and company scripts to ensure consistent, high-quality service. Quality Improvement: Continuously contribute to the improvement of service quality by recommending and implementing better processes and solutions. Active Listening & Communication: Exhibit excellent active listening skills, demonstrating empathy and understanding in every interaction. Communicate clearly and professionally, both in writing and verbally. Problem-Solving: Use logical reasoning to evaluate alternative solutions and make decisions that benefit the customer and align with company goals. Time Management & Responsibility: Manage time effectively, prioritizing tasks and ensuring that customer needs are met in a timely manner. Why You Should Apply: Make a Real Impact: Help people when they need it most, delivering compassionate support in moments of distress. Growth Opportunities: Be part of a company that values its people, offering opportunities for professional development and advancement. Supportive Team Environment: Work with a dynamic team committed to delivering excellence in customer service. Preferred candidate profile Key Skills & Qualifications: Exceptional Customer Service: Strong ability to listen actively, empathize with customers, and provide clear, concise solutions especially when customers are facing stressful situations. Communication Skills: Excellent verbal and written communication, with a professional phone demeanor. Language : Must know Hindi & English, Other regional Language is a plus. Empathy: Ability to treat customers with compassion, patience, and understanding, particularly in distressing circumstances. Problem-Solving Abilities: Strong reasoning skills to assess customer issues and provide the best possible resolution. Technical Proficiency: Comfortable using CRM software and other computer systems; strong typing skills. Previous Experience: Previous customer service experience is preferred, especially in a service-oriented or practical industry. Education: A college degree or equivalent experience is preferred. Accountability: Take ownership of tasks and responsibilities, ensuring high standards of service are met. Why Join Global Assure? At Global Assure , we understand that when customers reach out for assistance, they are often in distress and need immediate support. As a member of our team, you’ll have the opportunity to make a real difference in people’s lives, providing reassurance, practical solutions, and compassionate care. If you are a dedicated problem-solver with a passion for delivering outstanding service, we invite you to join our team and be part of our mission to provide exceptional assistance to those in need. WhatsApp your CV to 8130471166 or mail to neha.luthra@globalassure.com Show more Show less
We are looking for a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the performance of our call center operations. The ideal candidate will ensure that all customer interactions align with company standards, enhance service quality, and support continuous improvement initiatives. Key Responsibilities: Monitor and evaluate inbound and outbound calls using established quality assurance standards and tools. Identify communication gaps between customers and advisors; provide actionable feedback for improvement. Ensure adherence to quality assurance benchmarks and organizational standard operating procedures. Participate in calibration sessions, employee communication initiatives, and help in developing training and communication tools. Deliver constructive feedback on telephone etiquette, process compliance, and product knowledge. Provide individual performance expectations, develop action plans, and support skill enhancement initiatives. Manage and maintain quality dashboards and reports to ensure timely, accurate performance insights. Desired Skills & Competencies: Excellent communication and interpersonal skills. Strong analytical mindset with attention to detail. Proficient in MS Excel and reporting tools. Ability to give clear, constructive feedback and coach team members. Knowledge of quality monitoring tools and techniques.
Job Summary We are looking for a proactive and experienced Assistant Manager - Trainer to join our Training & Development team. The ideal candidate will be responsible for designing, delivering, and evaluating training programs across departments especially focused on our call center agents. This role requires strong communication skills, a keen understanding of adult learning principles, and the ability to align training with organizational goals. Key Responsibilities Conduct onboarding training for new joiners across call center and support teams. Design and deliver product/process training sessions for existing employees. Create effective training modules, presentations, and handouts. Identify training needs by evaluating strengths and areas of improvement. Conduct refresher training sessions and soft skills development programs. Monitor and evaluate training effectiveness through feedback and performance metrics. Partner with team leaders and department heads to ensure consistent delivery of quality service. Maintain training records and provide regular reports to senior management. Support in the implementation of Learning & Development initiatives company-wide. Key Skills & Competencies Excellent communication, facilitation, and presentation skills. Strong interpersonal and stakeholder management abilities. Ability to manage multiple training sessions and priorities. Sound knowledge of adult learning methodologies. Analytical skills for training needs analysis and performance evaluation.
About the Role: We are seeking a detail-oriented and proactive Operations professional to join our team. The role involves managing day-to-day operational activities, supporting process improvements, and collaborating across departments to ensure smooth business execution. The ideal candidate should have strong analytical, communication, and problem-solving skills with a keen interest in driving operational efficiency. Key Responsibilities: Oversee and manage daily operations to ensure efficiency and accuracy in workflows. Coordinate with internal teams (sales, product, customer service, etc.) to streamline processes and resolve issues. Monitor and analyze operational metrics to identify gaps and implement improvements. Assist in the development, documentation, and execution of standard operating procedures (SOPs). Support product and service delivery by ensuring timely execution of tasks. Prepare reports, presentations, and trackers for management review. Collaborate with stakeholders to enhance productivity and customer satisfaction. Requirements: 4-6 years of experience in operations & product management. Proficiency in MS Office tools Excel, Word, PowerPoint, etc. Familiarity with ERP/CRM systems or data tools is a plus. Good communication and interpersonal skills. Strong problem-solving and organizational abilities. Ability to work independently as well as in a team-oriented environment.
Job Description: Team Leader Customer Service Location: Gurgaon (Work from Office) Function: Customer Service / Alarm Center Experience Required: 4–6 Years About Global Assure Global Assure is a comprehensive Value-Added Services (VAS) partner to leading NBFCs, OEMs, and corporates. With strong expertise in Automobile Roadside Assistance (RSA) and expanding solutions across Extended Warranty, Health Assistance, Travel Assistance, and Wallet Protection, we empower our partners to deliver differentiated customer experiences that inspire trust and long-term loyalty. Role Overview The Team Leader – Customer Service will be responsible for leading a team of customer service executives in delivering timely, empathetic, and accurate assistance to customers, primarily in the Automobile RSA domain. This role requires strong people management skills, process knowledge, and the ability to ensure seamless customer interactions while meeting SLA and quality standards. Key Responsibilities Lead and manage a team of Customer Service Executives handling inbound and outbound RSA cases. Ensure high-quality resolution of customer queries, breakdown calls, and service requests within defined SLAs. Act as the first level of escalation for customer issues and provide quick, effective solutions. Conduct daily team huddles, call monitoring, and quality audits to drive consistency and service excellence. Mentor and coach team members to improve soft skills, product knowledge, and service handling abilities. Monitor team performance metrics (AHT, FTR, CSAT, SLA adherence) and drive continuous improvement. Collaborate with the Alarm Center, Vendor Partners, and Escalation Desk to ensure smooth case closure. Prepare daily/weekly MIS reports on performance, escalations, and customer feedback. Support HR in hiring, onboarding, and training new team members as required. Key Skills & Competencies Strong people management and team motivation skills. Sound knowledge of RSA operations, customer handling, and vendor coordination. Excellent communication (English & Hindi) with empathetic listening skills. Problem-solving mindset with ability to stay calm under pressure. Familiarity with CRM tools, ticketing systems, and service dashboards. Analytical ability to interpret data and implement process improvements. Qualifications & Experience Graduate in any discipline; additional certifications in customer service are a plus. 4–6 years of experience in customer service, with at least 1–2 years in a supervisory/Team Leader role. Prior exposure to Automobile RSA / Assistance Services / Insurance Assistance is highly preferred. What We Offer Opportunity to lead in India’s growing RSA & VAS sector. A collaborative and fast-paced work environment. Scope for career growth into senior leadership roles. Competitive salary and performance-based incentives. Contact - Neha Luthra (8130471166)
Job Description: Escalation Desk Executive/Senior Executive Location: Gurgaon (Work from Office) Function: Customer Service / Service Excellence Reporting To: Manager Customer Service / Operations About Global Assure Global Assure is a comprehensive Value-Added Services (VAS) partner, empowering NBFCs, OEMs, and businesses to create deeper customer loyalty by offering assurance beyond products. With a strong foundation in Automobile Roadside Assistance (RSA) and extended services like Warranty, Travel Assistance, Health Assistance, and more, we are committed to trust, reliability, and service excellence. Role Overview The Escalation Desk acts as the final resolution point for customer grievances and client concerns. While the desk covers all VAS, the majority of cases are linked to Automobile RSA services, requiring speed, empathy, and precise coordination to ensure customer safety and satisfaction. This role is critical to safeguarding Global Assure’s brand promise of timely support, trust, and care. Key Responsibilities Serve as the single point of contact for escalated cases from customers, clients, and internal teams—primarily linked to RSA breakdowns, towing, or service gaps. Ensure urgent resolution of RSA-related escalations where customer distress may be high, especially in breakdown/accident scenarios. Coordinate with on-ground vendors, towing partners, workshops, and the Alarm Center team to drive case closures. Maintain a high standard of empathy and assurance communication with customers during distress. Track and document all escalations, perform root cause analysis, and provide feedback for process improvement. Share periodic escalation reports with insights on repeat issues, vendor/service performance, and improvement plans. Support leadership in client reviews with RSA case studies and closure data. Escalate critical/high-impact issues to senior management with recommended action. Key Skills & Competencies Strong problem-solving and analytical ability with presence of mind in high-pressure RSA situations. Excellent communication skills (calm, empathetic, and reassuring). Good knowledge of RSA processes, vendor coordination, and client expectations. Proficiency in CRM systems and escalation tracking. Ability to handle sensitive cases tactfully, balancing customer satisfaction and business priorities. Strong stakeholder management across internal teams, partners, and clients. Qualifications & Experience Graduate/Post-Graduate in any stream. 2–6 years of experience in Customer Service / Escalation Desk, preferably in Automobile RSA, Insurance, BFSI, or Service Industry. Experience in handling escalations in high-sensitivity, time-bound service environments is an advantage. What We Offer Opportunity to contribute to India’s growing RSA & VAS ecosystem. Exposure to high-impact client interactions and real-world service challenges. A collaborative and growth-oriented work culture. Competitive salary and performance-driven growth opportunities.
Team Leader Customer Service Location: Gurgaon (Work from Office) Function: Customer Service / Alarm Center Experience Required: 4 6 Years About Global Assure Global Assure is a comprehensive Value-Added Services (VAS) partner to leading NBFCs, OEMs, and corporates. With strong expertise in Automobile Roadside Assistance (RSA) and expanding solutions across Extended Warranty, Health Assistance, Travel Assistance, and Wallet Protection, we empower our partners to deliver differentiated customer experiences that inspire trust and long-term loyalty. Role Overview The Team Leader Customer Service will be responsible for leading a team of customer service executives in delivering timely, empathetic, and accurate assistance to customers, primarily in the Automobile RSA domain. This role requires strong people management skills, process knowledge, and the ability to ensure seamless customer interactions while meeting SLA and quality standards. Key Responsibilities Lead and manage a team of Customer Service Executives handling inbound and outbound RSA cases. Ensure high-quality resolution of customer queries, breakdown calls, and service requests within defined SLAs. Act as the first level of escalation for customer issues and provide quick, effective solutions. Conduct daily team huddles, call monitoring, and quality audits to drive consistency and service excellence. Mentor and coach team members to improve soft skills, product knowledge, and service handling abilities. Monitor team performance metrics (AHT, FTR, CSAT, SLA adherence) and drive continuous improvement. Collaborate with the Alarm Center, Vendor Partners, and Escalation Desk to ensure smooth case closure. Prepare daily/weekly MIS reports on performance, escalations, and customer feedback. Support HR in hiring, onboarding, and training new team members as required. Key Skills & Competencies Strong people management and team motivation skills. Sound knowledge of RSA operations, customer handling, and vendor coordination. Excellent communication (English & Hindi) with empathetic listening skills. Problem-solving mindset with ability to stay calm under pressure. Familiarity with CRM tools, ticketing systems, and service dashboards. Analytical ability to interpret data and implement process improvements. Qualifications & Experience Graduate in any discipline; additional certifications in customer service are a plus. 4 6 years of experience in customer service, with at least 1 2 years in a supervisory/Team Leader role. Prior exposure to Automobile RSA / Assistance Services / Insurance Assistance is highly preferred. What We Offer Opportunity to lead in India s growing RSA & VAS sector. A collaborative and fast-paced work environment. Scope for career growth into senior leadership roles. Competitive salary and performance-based incentives.
Calling all creative minds! Global Assure – India’s trusted partner for protection & assistance services (Extended Warranty, Health & Wellness, Roadside Assistance, Wallet Protection & more) – is hiring a Graphic Designer Intern to supercharge our brand storytelling! What you’ll do: Create engaging graphics, creatives, short videos, and marketing collaterals for digital & print media. Design carousels for LinkedIn, posts for Instagram & Facebook, and impactful campaign visuals. Work closely with our Marketing & Alliances teams to bring concepts to life. Skills we’re looking for: Strong graphic designing & video editing skills. Fluency in communication (because teamwork = dreamwork). Content generation is not mandatory, but a plus! Hands-on experience with tools like Figma, Adobe Suite, Filmora, Canva, etc. Internship Details: Stipend: ₹10,000 – ₹15,000/month Duration: Minimum 3 months (extendable based on performance & vibe match) Location: Sector 30, Gurugram (Hybrid / From Office) Why join Global Assure? Get real-world exposure in a fast-scaling assurtech brand. Discover how creative design drives impact across diverse industries, including insurance, fintech, and consumer durables. Work with a collaborative team that values creativity, ownership, and growth. 📩 Interested? Send your resume & Behance portfolio to bhumika.arora@globalassure.in ASAP. Let’s create designs that not only look good, but also inspire confidence.
Job Title: Manager Contact Center (Alarm Center) Location: Gurgaon Department: Operations Reports To: [Head of Operations / Business Unit Head] Role Overview: The Manager Contact Center (Alarm Center) will be responsible for ensuring the efficient and smooth functioning of the Alarm Center, which manages emergency assistance services for our customers. The role involves overseeing a large team of ~200 employees, including Team Leaders (TLs) and the MIS function, while ensuring adherence to service excellence, operational efficiency, and compliance with company standards. Key Responsibilities: Operational Management Oversee day-to-day functioning of the Alarm Center with ~200 employees. Ensure 24x7 availability and smooth handling of emergency assistance services. Monitor and drive performance against defined SLAs, KPIs, and quality benchmarks. Implement Standard Operating Procedures (SOPs) across all processes for consistency. Team Leadership Lead and mentor Team Leaders (TLs) and MIS executives to achieve operational targets. Create a culture of accountability, empathy, and customer-first service. Identify training and development needs to continuously enhance team capability. Manage workforce planning, rostering, and resource allocation effectively. Customer Experience & Quality Ensure delivery of empathetic, timely, and effective assistance to customers in distress. Regularly review call quality, response times, and escalation handling. Partner with the Quality & Training teams to ensure process improvements and skill-building. MIS & Reporting Review reports and dashboards shared by the MIS team for insights on performance trends. Analyze data to drive decision-making and improve efficiency. Present periodic performance reports to senior management. Compliance & Risk Management Ensure adherence to ISO 27001 and other compliance/security requirements. Monitor fraud prevention measures and escalate incidents as per protocol. Uphold confidentiality and information security across the Alarm Center. Key Skills & Competencies: Strong leadership and people management skills (experience in handling 150+ FTEs preferred). Excellent communication and interpersonal skills. Ability to manage high-pressure, fast-paced emergency service environments. Strong analytical and problem-solving mindset. Experience with CRM tools, dialer systems, and call center technologies. Proficiency in Hindi & English; knowledge of additional regional languages is an advantage. Qualifications & Experience: Graduate / Postgraduate in any discipline (MBA preferred). 812 years of experience in Contact Center Operations, with at least 35 years in a managerial role. Prior experience in BFSI, healthcare, assistance, or emergency service industries is desirable. Why Join Global Assure? At Global Assure, you will be leading a critical function that makes a real difference to people in moments of distress. This role offers the opportunity to manage large-scale operations, contribute to customer well-being, and grow with an organization committed to excellence, empathy, and innovation.
Operational Management Oversee day-to-day functioning of the Alarm Center with ~200 employees. Ensure 24x7 availability and smooth handling of emergency assistance services. Monitor and drive performance against defined SLAs, KPIs, and quality benchmarks. Implement Standard Operating Procedures (SOPs) across all processes for consistency. Team Leadership Lead and mentor Team Leaders (TLs) and MIS executives to achieve operational targets. Create a culture of accountability, empathy, and customer-first service. Identify training and development needs to continuously enhance team capability. Manage workforce planning, rostering, and resource allocation effectively. Customer Experience & Quality Ensure delivery of empathetic, timely, and effective assistance to customers in distress. Regularly review call quality, response times, and escalation handling. Partner with the Quality & Training teams to ensure process improvements and skill-building. MIS & Reporting Review reports and dashboards shared by the MIS team for insights on performance trends. Analyze data to drive decision-making and improve efficiency. Present periodic performance reports to senior management. Compliance & Risk Management Ensure adherence to ISO 27001 and other compliance/security requirements. Monitor fraud prevention measures and escalate incidents as per protocol. Uphold confidentiality and information security across the Alarm Center. Key Skills & Competencies: Strong leadership and people management skills (experience in handling 150+ FTEs preferred). Excellent communication and interpersonal skills. Ability to manage high-pressure, fast-paced emergency service environments. Strong analytical and problem-solving mindset. Experience with CRM tools, dialer systems, and call center technologies. Proficiency in Hindi & English; knowledge of additional regional languages is an advantage. Qualifications & Experience: Graduate / Postgraduate in any discipline (MBA preferred). 8 12 years of experience in Contact Center Operations, with at least 3 5 years in a managerial role. Prior experience in BFSI, healthcare, assistance, or emergency service industries is desirable.
Key Responsibilities: Customer Issue Resolution: Identify and resolve customer problems using the knowledge base and available resources, ensuring each solution is tailored to the customers unique needs. Empathy & Support: As our customers often reach out during times of distress, its crucial to treat each customer with the care and attention they deserve. Youll provide compassionate, thoughtful support, as you would to a friend or family member in need. Problem Diagnosis: Use a logical approach to diagnose issues, ask probing questions, and provide effective solutions to customers in stressful situations. Documentation: Accurately document customer issues, following company guidelines and maintaining detailed records for future reference. Service Explanation: Clearly explain service contract provisions to customers, especially in challenging situations, ensuring they understand their benefits and options. Inbound & Outbound Calls: Handle both inbound and outbound calls, as well as email inquiries, providing prompt, professional, and courteous assistance. Adherence to SOPs: Follow Standard Operating Procedures (SOPs) and company scripts to ensure consistent, high-quality service. Quality Improvement: Continuously contribute to the improvement of service quality by recommending and implementing better processes and solutions. Active Listening & Communication: Exhibit excellent active listening skills, demonstrating empathy and understanding in every interaction. Communicate clearly and professionally, both in writing and verbally. Problem-Solving: Use logical reasoning to evaluate alternative solutions and make decisions that benefit the customer and align with company goals. Time Management & Responsibility: Manage time effectively, prioritizing tasks and ensuring that customer needs are met in a timely manner. Why Join Global Assure? At Global Assure , we understand that when customers reach out for assistance, they are often in distress and need immediate support. As a member of our team, youll have the opportunity to make a real difference in peoples lives, providing reassurance, practical solutions, and compassionate care. If you are a dedicated problem-solver with a passion for delivering outstanding service, we invite you to join our team and be part of our mission to provide exceptional assistance to those in need. Preferred candidate profile Key Skills & Qualifications: Exceptional Customer Service: Strong ability to listen actively, empathize with customers, and provide clear, concise solutionsespecially when customers are facing stressful situations. Communication Skills: Excellent verbal and written communication, with a professional phone demeanor. Empathy: Ability to treat customers with compassion, patience, and understanding, particularly in distressing circumstances. Problem-Solving Abilities: Strong reasoning skills to assess customer issues and provide the best possible resolution. Technical Proficiency: Comfortable using CRM software and other computer systems; strong typing skills. Previous Experience: Previous customer service experience is preferred, especially in a service-oriented or practical industry. Education: A college degree or equivalent experience is preferred. Accountability: Take ownership of tasks and responsibilities, ensuring high standards of service are met. Address - Gurgaon - 5th Floor, Tower A, Park Centra, NATIONAL HIGHWAY 8, Silokhera, Jal Vayu Vihar, Sector 30, Gurugram, Haryana 122001 Mumbai - GLB Assure Private Limited Solitaire Corporate Park, Bld 11, 8th Floor, Innov8 Co-working space, Chakal, Andheri east, Mumbai - 400093 Contact Details - Neha Luthra (8130471166)
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