Role Overview
The Manager Commute Centralized Helpdesk will be responsible for leading a centralized operations team managing multiple corporate clients for Routematic fleet services. This role requires ensuring flawless routing, vehicle deployment, SOP adherence, real-time tracking, incident management, timely feedback closure, and proactive client communication. The manager will oversee daily operations, ensure service delivery as per SLAs, conduct client visits when required, and drive operational excellence.
Key Responsibilities
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Team Leadership & Management
Lead, mentor, and manage a team of 7 8 Helpdesk Executives. Allocate tasks, monitor performance, and ensure workload balance. Conduct team meetings, training sessions, and periodic appraisals. Build a performance-driven, customer-focused culture. -
Routing & Deployment Oversight
Review and approve routing plans for multiple clients, ensuring efficiency and SLA compliance. Oversee timely vehicle deployment for all scheduled trips. Optimize routes for cost and time efficiency while meeting client-specific requirements. -
Client Management & Visits
Act as the main escalation point for client concerns related to routing, trips, or incidents. Conduct client visits as per operational or relationship management needs. Share updates, reports, and improvement plans during review meetings. -
Feedback Resolution
Track, investigate, and resolve client and employee feedback promptly. Ensure timely closure of feedback with documented resolution steps. Identify recurring issues and implement preventive measures. -
Vehicle Tracking & Delay Management
Ensure continuous tracking of all vehicles during operational hours. Take immediate corrective action in case of delays, route deviations, or breakdowns. Coordinate with drivers, internal operations team, vendors, and clients to minimize service disruptions. -
Incident & Escalation Management
Follow the Incident Management SOP for quick escalation and resolution. Maintain clear communication with clients during operational disruptions. Document and review incidents to prevent recurrence. -
Reporting & Analytics
Prepare and share daily, weekly, and monthly performance reports as per client requirements. Track KPIs such as on-time performance, incident count, and feedback closure rates. Use analytics to identify improvement opportunities and drive operational efficiency. -
SOP Adherence & Compliance
Ensure all helpdesk and routing processes align with Routematic s SOPs. Maintain compliance with corporate safety protocols and transport regulations. Update SOPs periodically to reflect operational and client changes. -
Helpdesk Operations
Oversee handling of calls, emails, and chat support for all assigned clients. Ensure queries are logged, tracked, and resolved within agreed timelines. Monitor call quality and process adherence. -
Process Improvement & Technology Enablement
Suggest and implement process enhancements for better client experience and operational control
Key Skills & Competencies
- Strong leadership and team management skills.
- Excellent client handling and relationship management abilities.
- Proficiency in route planning, vehicle tracking systems, and operational dashboards.
- Problem-solving skills with quick decision-making ability.
- Data-driven approach with good knowledge of MS Excel, MIS, and reporting tools.
- Knowledge of employee transportation and compliance regulations.
Qualifications & Experience
- Graduate in Business Administration, science, commerce, Logistics, Supply Chain, or related field (MBA preferred).
- 5 8 years of experience in transport operations as a transport lead, fleet management, or centralized help desk management.
- Experience in managing multi-client operations and a team of 5+ members.
- Prior exposure to corporate employee transportation operations is a must.
Key Performance Indicators (KPIs)
- SLA adherence (on-time departures, trip completions).
- Client satisfaction and retention score.
- Feedback closure rate within agreed timelines.
- Vehicle tracking compliance and delay response time.
- Team productivity and process adherence.
- Reporting accuracy and timeliness.
Note:
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.
