Position Overview The Senior Manager of the Emergency Roadside Service (ERS) Call Center is responsible for leading a highperformance operational team that delivers 24/7 emergency roadside support to customers and service partners. This role oversees call center operations, workforce planning, service-level performance, process improvement, customer satisfaction, and employee engagement.

The Senior Manager ensures that teams meet stringent response-time expectations during highstakes customer situations, while driving operational efficiency, quality, and continuous improvement across ERS functions. This position plays a strategic role in shaping ERS service delivery, technology adoption, and customer relations.

Key Responsibilities

Leadership & Team Management

Lead, coach, and develop Call Center Supervisors, Team Leads, and frontline ERS agents.

Build a culture of accountability, customer empathy, safety, and operational excellence.

Set performance expectations, conduct regular coaching sessions, and drive professional development.

Champion engagement initiatives to promote team morale and retention.

Operational Management

Oversee daily ERS call center operations ensuring timely, accurate, and high-quality customer support.

Ensure adherence to service-level agreements (SLAs), quality metrics, and performance KPIs.

Direct workforce planning, forecasting, and scheduling in partnership with WFM teams.

Act as the escalation point for complex customer situations and service disruptions.

Performance & Quality Improvement

Monitor key operational metrics and implement improvements to enhance efficiency, accuracy, and customer satisfaction.

Analyze call volumes, trends, and productivity data to inform strategic decisions.

Lead root-cause investigations and implement corrective action plans to reduce repeat incidents and failure demand.

Cross-Functional Collaboration

Partner with Product, Technology, Vendor Management, Safety,



and Operations teams to improve ERS tools, processes, and service provider performance.

Work closely with service partners to reinforce service standards and resolve operational issues.

Collaborate with Training and Quality teams to enhance onboarding, continuing education, and QA frameworks.

Strategic Planning

Contribute to multi-year ERS operational strategies, technology-roadmap discussions, and budget planning.

Lead initiatives related to digital transformation, automation, and customer experience enhancements.

Prepare reports and present performance results, insights, and recommendations to senior leadership.

Risk, Compliance, & Safety

Ensure compliance with company policies, safety protocols, and regulatory requirements.

Implement business continuity plans and lead ERS response during severe weather, surge events, or wide-scale disruptions.

Qualifications

Required

Bachelor’s degree in Business, Operations Management, or related field; or equivalent experience.

7+ years of call center leadership experience, including managing multi-level teams.

Experience in 24/7 operations, emergency response, customer service, or dispatch environments.

Experience in transitions ensuring control over handover and Knowledge transfer.

Experience in technology enablement.

Robust analytical and problem-solving skills.

Demonstrated success driving KPI performance in a high-volume, fast-paced environment.

Preferred

Experience in Emergency Roadside Service, transportation, logistics, dispatch, insurance, or similar industries.

Knowledge of call center tools (ACD, IVR, CRM, WFM, QA systems).

Experience leading operations through digital transformation or process redesign.

Key Competencies

Customer-Centric Decision Making

Operational Excellence & Process Optimization

Crisis & Surge Management

Data-Driven Leadership

Coaching & Talent Development

Communication & Stakeholder Management

Continuous Improvement Mindset

📌 Senior Manager, Emergency Roadside Service (ERS) Call Center (Karnataka)
🏢 Bridgestone Americas
📍 Karnataka