Location: Bharatpur

Job Summary

We are looking for an experienced and agile Manager - Workshop Operations Telecalling to oversee service workshop operations, manage the telecalling team for NPS and service reminders, and coordinate closely with technicians to ensure smooth and efficient service delivery.

Responsibilities

- Workshop Operations Management - Oversee daily operations of the automobile workshop - Ensure smooth workflow between service advisors, technicians, and support staff - Monitor job card movement, turnaround time (TAT), and service quality - Maintain operational standards as per company guidelines

- Telecalling Team Management (NPS Reminders) - Manage telecalling team for NPS (Customer Feedback Calls) - Handle service reminders and follow-ups - Ensure daily/weekly calling targets are achieved - Monitor call quality, productivity, and performance metrics - Train and mentor team members





- Customer Experience NPS Improvement - Analyze customer feedback and NPS scores - Identify gaps and implement corrective actions - Resolve customer complaints effectively - Improve customer satisfaction and retention

- Coordination with Technical Team - Work closely with technicians to ensure service commitments are met - Align workshop operations with customer expectations - Ensure proper communication between teams

- Reporting MIS - Prepare daily, weekly, and monthly reports - Track KPIs and suggest improvements

Requirements

- Strong leadership and team management skills

- Good understanding of automobile workshop operations

- Experience in telecalling/NPS/customer feedback

- Excellent communication and problem-solving skills

- Ability to handle pressure and meet targets

- Knowledge of Excel and reporting tools

Qualifications

- Graduate / Post Graduate (preferred)

- Experience in automobile dealership/service center is mandatory

Key Performance Indicators (KPIs)

- NPS Score Improvement

- Workshop TAT Productivity

- Call Quality Team Performance

- Customer Satisfaction Retention

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