Operations- Associate/Manager

1 week ago

Mumbai India Delhivery Full time

Job Description Role Overview: The Fixed Fleet Operations plays a crucial role in ensuring timely and complete order fulfillment within the fixed fleet. The role involves real-time calling and coordination with delivery partners (2W & 3W) and centre executives, identifying reasons for unfulfilled orders, resolving issues, and improving overall delivery performance. The telecaller will act as the communication bridge between the on-ground fleet and the operations team to enhance efficiency, reduce unassigned cases, and drive better fulfillment outcomes. Key Responsibilities :1. Order Fulfillment Coordinatio - nCall delivery partners (2W and 3W) for all unfulfilled or delayed orders to understand the reason for non-fulfillment - .Coordinate with the MG Centre Executives to reassign or resolve unassigned orders in real-time - .Ensure 100% coverage of unfulfilled order cases within the same day - .Track progress and ensure timely closure of pending deliveries . 2. RCA (Root Cause Analysis) & Reporti - ngRecord detailed reasons for each unfulfilled order (e.g., absenteeism, delay, vehicle issue, incorrect route, etc. - ).Prepare daily reports summarizing RCA findings and share them with the Fixed Fleet Manage - r.Identify recurring issues and suggest preventive measures to reduce order drop-off s. 3. Communication & Coordinat - ionMaintain regular communication with delivery partners and centre executives for operational updat - es.Support escalation handling by providing on-call clarity on order or partner-related issu - es.Ensure accurate updates in system tools or tracking sheets after every ca ll. 4. Data & Documenta - tionMaintain a call log for all outbound calls and follow- - ups.Update partner or order-related notes accurately in CRM or tracking platfo - rms.Flag any critical cases or recurring patterns to the Fixed Fleet Manager immediat ely. Key Requirem - ents:12 years of experience in telecalling, operations coordination, or customer support, preferably in logistics, supply chain, or delivery-based indust - ries.Excellent communication skills in Hindi and English (regional language prefer - red).Strong follow-up discipline and attention to de - tail.Ability to handle high call volumes efficie - ntly.Basic proficiency in Excel / Google Sheets for daily repor ting.

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