Tele Caller

Location:

Role Overview

We are seeking a proactive Telecaller to manage continuous calling and coordination with delivery partners (2W & 3W) and centre executives.
The role focuses on real-time follow-ups, issue identification, and resolving delivery exceptions to ensure timely order fulfillment.

You will be the key communication point between the fleet on-ground and internal operations teams, driving higher fulfillment rates and minimizing order drop-offs.

Key Responsibilities

1. Calling & Order Follow-ups

• Make outbound calls to delivery partners for unfulfilled or delayed orders and capture reasons.
• Follow up on returns, delays, absenteeism, and order reassignments.
• Coordinate with center executives to close unassigned orders in real-time.
• Ensure same-day calling coverage for all unfulfilled orders.
• Track progress and ensure closure of pending deliveries

2. Root Cause Capture & Reporting

• Record clear reasons for each unfulfilled order (absence, route issue, vehicle problem, delay, etc.)
• Maintain accurate call notes and remarks in tracking systems/CRM.
• Prepare and share RCA reports with the Fixed Fleet Manager.
• Identify repetitive gaps and suggest improvements.

3. Communication & Escalation

• Maintain active communication with delivery partners and fleet centers.
• Support quick resolution of escalations by providing call-based updates.
• Ensure accurate real-time updates on all assigned cases.

4. Documentation & Tracking

• Maintain daily call logs and follow-up sheets.
• Update partner/order details after every call.
• Highlight urgent or critical cases immediately to the manager.

Key Requirements

• 1-2 years of tele-calling / operations calling experience (logistics or delivery industry preferred)
• Strong communication skills in English (regional languages are a plus)
• High-volume calling capability with strong follow-up discipline
• Comfortable working in a fast-paced operational environment
• Basic skills in

  Excel / Google Sheets

• Problem-solving attitude with attention to detail

Performance Metrics

• 100% RCA calling coverage for unfulfilled orders
• Timely closure of unassigned / exception cases
• Reduction in repeated delivery issues
• Accuracy & timeliness of call logs & reporting