What you'll be doing -

- Monitor and manage escalation tickets aiming for a 90% resolution SLA for tickets exceeding 2 days.

- Reduce invalid complaints by improving validation feedback loops to operations, contributing to a decrease in "fake/invalid CCFs".

- Oversee shipment aging, targeting 80% of open shipments (FWD/RT) to be cleared within 2 days, 90% within 3 days, and zero outstanding beyond 10 days.

- Ensure pre-dispatch appointment adherence, aiming for 98% compliance with complete documentation.

- Achieve 100% closure for missing documented items within 24 hours of identification.

- Reduce non-CCF open cases at the center level by 30%

- Willingness to travel and oversee nearby centers during stress/ sale periods

What We're Looking For:

- Proven experience in operations, logistics, or client services,



preferably within a role focused on process improvement and client satisfaction.

- Robust analytical skills with the ability to interpret data and identify areas for improvement.

- Excellent communication and interpersonal skills, capable of collaborating effectively with internal teams (operations, customer service, business development) and external clients.

- A proactive and problem-solving mindset, with a keen eye for detail.

- Ability to manage multiple priorities in a fast-paced environment.

- What you'll be doing -relevant software and tools for tracking and reporting.

📌 CS InCenter Manager - Goa (North Goa)
🏢 Delhivery
📍 North Goa