We are seeking an experienced and proactive Duty Manager Operations to lead and manage the core operational departments: Reservation, Allotment, and Tracking. This role will also be responsible for enhancing customer experience, leading the frontline team, and ensuring seamless execution of ground-level operations, equivalent to an Operations Manager position. The ideal candidate will have strong leadership skills, industry knowledge, and the ability to handle high-pressure situations in a dynamic environment.
Key Responsibilities:
1. Departmental Leadership:
- Supervise and coordinate daily activities across Reservation, Allotment, and Tracking teams.
- Ensure proper resource allocation and smooth shift handovers.
- Monitor and enforce SOPs across all operational touchpoints.
2. Reservation & Allotment Management:
- Oversee booking confirmations, vehicle allotment, and chauffeur assignment.
- Ensure timely response to client requests and last-minute bookings.
- Maintain accuracy on every steps
3. Live Tracking & Ground Control:
- Lead the GPS-based tracking team for live monitoring and issue resolution.
- Ensure real-time updates on vehicle movement and escalations to clients as needed.
- Coordinate rerouting or reallocation in case of delays, breakdowns, or client changes.
4. Customer Experience & Escalation Handling:
- Act as the point of contact for key client escalations
- Drive first-time resolution of service failures and proactive recovery.
- Implement customer feedback into process improvement.
5. Team Supervision & Performance Management:
- Lead, train, and mentor frontline executives and coordinators.
- Conduct daily team briefings, performance reviews, and productivity tracking.
- Manage team rosters, attendance, and workload distribution.
6. Operational Excellence & Reporting:
- Drive SLA adherence, quality checks, and operational KPIs.
- Prepare daily, weekly, and monthly performance reports.
- Ensure compliance with company policies, safety standards, and cost controls.
Key Skills & Competencies:
- Strong knowledge of car rental operations and fleet management.
- Excellent people management and cross-functional leadership.
- Proficiency in MS Excel, CRM tools, and tracking systems.
- Ability to multitask, stay calm under pressure, and make quick decisions.
- Fluent in English and Hindi; local language proficiency is an advantage.
Qualifications & Experience:
- Bachelors degree or diploma in business administration, logistics, or a related field.
- Minimum 5 to 8 years of experience in ground operations, preferably in car rental or transport.
- Prior experience in managing Reservation, Allotment, or Tracking functions is essential.
Work Conditions:
- Flexible to work in rotational shifts, weekends, and public holidays as per operational needs.
- On-ground and command center-based working, with the ability to travel if required.
Requirement & Qualifications
- Bachelor's degree, same industry agents are preferred.
- Proven experience in car rental operations or a similar role.
- Strong organizational and multitasking
