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DB Rrts Operations
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Supervisor Help Desk

Supervisor Help Desk

DB Rrts Operations

5 - 10 years

|

2 - 5 Lacs

Posted:1 week ago| Platform:

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Skills Required

helpdesk management help desk operations technical helpdesk service desk

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Supervise Helpdesk and Lost & Found (LPO) operations at DB RRTS Ghaziabad office.
Ensure smooth daily functioning, service quality, and timely passenger query resolution.
Maintain discipline, team coordination, and adherence to DB RRTS standards.
Be willing to take up any addition role within the department and in the organization based on requirements
Client handling depending on requirements
Handling Management Information system (MIS)
Oversee day-to-day operations of helpdesk executives, rostering.
Monitor call-handling performance and ensure SOP compliance.
Handle escalated or complex passenger queries professionally.
Ensure accurate logging, follow-up, and closure of complaints.
Provide real-time guidance to staff during difficult interactions.
Audit and continuous improvement in processes

Preferred candidate profile

Graduate with experience in customer care/call center environments.
Proven experience in handling teams and managing difficult calls.
Strong communication skills in English and Hindi.
Pleasing personality with calm and empathetic approach.
Mature, responsible, and able to work independently.
Problem-solving mindset with capability to handle escalations.

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DB Rrts Operations

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