Operations Executive (Control Tower)

Responsible for proactive tracking of DP / Trinity shipments. Also responsible for handling all escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.

Responsibilities

• Drive proactive tracking of DP / Trinity shipments for all customers drive timely deliveries to such customers
• Ensure regular follow up for all the undelivered cases in the track and close them as per set rules and procedures
• Ensure clearance of held back cases within the stipulated timelines
• Ensure appropriate handling of all escalation cases forwarded from the contact center
• Ensure handling of all customer claim requests as per company policy and procedures
• Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc.
• Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required
• Plan for resource requirements for future growth and ensure availability of the same through discussions with the Management
• Facilitate the branch tracker for any tracking related issues.
• Coordinate and consult with HO Tracker for escalation or any special cases

S. No

Key Result Areas

Key Performance Indicators

1

Ensure Customer Satisfaction for DP /Trinity

• Ensure the net service levels are met as per targets

• % Call back commitment being met

• % undelivered shipments

• Clearance of held back cases within TAT (number of deviations found)

2.

Ensure Effective Customer Complaint Handling in the region

• % Adherence to defined TATs for
• Complaints resolution
• Claims settlement

3.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

4.

Drive employee morale and engagement

• Employee Attrition (%) in the Region