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 career 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 impro

📌 Senior Manager, Emergency Roadside Service (India)
🏢 Bridgestone Americas
📍 India