Process Executive

Company - Yesminds Global Solutions Pvt. Ltd.

Job Title: Process Executive/Subject Matter Expert

Location: Mysuru

Shift: US Night Shifts (EST/PST/CDT as applicable)

Job Type: Full-Time

Reports To: Team Lead

Job Description

We are seeking a resourceful and confident Process Executive to join our US voice process team supporting the towing and roadside assistance industry. This position requires managing live dispatch operations while communicating with customers, tow truck drivers, and service providers across the U.S. in real time. The ideal candidate is calm under pressure, fluent in English, and excels in coordination and communication.

Key Responsibilities:

Dispatcher Responsibilities:

● Receive service requests via calls or digital platforms and assign appropriate towing vendors based on proximity, capability, and availability

● Track and monitor active service jobs to ensure timely execution and customer satisfaction.

● Coordinate with drivers and vendors to confirm ETAs, job completion, and resolve on-ground issues.

● Update the dispatch software with real-time status, notes, and updates.

● Escalate delays, cancellations, or incidents to supervisors as per protocol.

Caller Responsibilities:

● Handle inbound and outbound calls with customers requiring towing or roadside assistance services.

● Verify service details, location accuracy, and vehicle information with callers.

● Provide updates to customers regarding dispatch times, ETA, and service provider details.

● Maintain a calm, professional tone during distressed or urgent calls.

● Document all call interactions accurately in the system.

Required Skills & Qualifications:

● Minimum 1–2 years of experience in a US voice process (BPO/Call Center), preferably with dispatch or coordination exposure.

● Excellent spoken English with a neutral or US-accented tone.

● Strong multitasking and time-management skills.

● Ability to remain composed and solution-oriented under pressure.

● Comfortable with night shifts and rotational weekends.

Job Type: Full-time

Work Location: In person