Branch Operations Coordinator
3 weeks ago
About Rentokil PCI
Rentokil PCI is a leading pest control service provider in India. A Rentokil Initial brand, it was formed in 2017 through a joint venture between Pest Control India and Rentokil, the world's leading pest control brand. Rentokil PCI aims to set new standards for customer service with operations across 300 locations in India.
Job Overview:
The Branch Operations Coordinator is an important role that involves planning, scheduling, and managing technicians' time to maximize profitability and productivity. The successful candidate will report to the Assistant Branch Manager/Branch Manager and work as part of a multi-functional team, collaborating with internal teams and external stakeholders.
Key Responsibilities:
- To know and develop proficiency in handling internal company software platforms, such as iCABS, SCP, and other systems that may be introduced.
- Maintain a good knowledge of the branch territory and ensure that all Service Companion devices are active and in use.
- Organise schedules and plan all services, including contracts, jobbing, call-outs, etc., on a daily, weekly, and monthly basis for all technicians within the branch.
- Prioritise due-for-renewal visits, enquiries, call-outs, and complaints, with negligible pending visits (service backlogs).
- Liaise with the Sales and Service team to accommodate urgent service visit appointments and communicate changes to affected customers timely.
- Ensure customer service-related complaints or termination notifications/STOP Services are attended to effectively and promptly.
- Manage service documentation and follow up on customer/technician feedback.
- Enter accurate consumption data and TOS in the SCP to ensure command centre account profitability reflects correct data customer-wise.
- Update all service data from dockets, log cards, service orders, and other sources accurately into business systems in a timely manner.
- C coordinate with the IT team for new users, device issues, etc.
- Support business transition from paper-based to system and digital-based planning, visit documents, while upholding documentation integrity.
- Follow call-out process to ensure that complaints are delivered only after raising the ticket.
- Review service reports with OM, OE, and BM, highlighting areas of concern - critical backlog and weekly trends to manager.
- Reviews and provides service compliance updates daily.
- Assist & help AOM / OM / Assistant Branch Manager / Branch Manager in monitoring Technician service productivity and efficiency-related KPIs.
- Maintain positive working relationships and effective communication with Sales & Service Colleagues, Supervisors, Technicians, Operations staff for any service-related issues.
- Coordinate with Sales for available slots, time adjustments for new sales scheduling.
- Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements.
- Utilise Route Technicians for jobbing only after their routine services are delivered.
- Be knowledgeable about company safety policies and safety (SRA) requirements on the job, able to read and understand company policies.
- Elevate unresolved issues quickly to the next level of management for prompt resolution.
- Perform any other similar duties as specified by the manager.
Reporting Requirements:
- Daily, weekly & monthly (SOS) State of Service for Branch. Residential GSS SOS should also be the priority.
- Weekly reporting of pending jobs, ageing profiles to ABM/BM.
- Monthly reporting of technician-wise trends.
- Maintain State of Service and productivity data per technician.
- Maintain visibility on complaints received and report on all call-outs/critical incidents received from branch.
- Annual Leave planning of technicians.
- Ensure each technician's service productivity achieves set targets.
Estimated Salary: ₹25,000 - ₹35,000 per month
Competencies (Essential Skills):
- Decisiveness
- Attention to details and accuracy
- Planning and organising
- Analytical skills
- Customer orientation
- Negotiation skills
- Ability to work patiently in a dynamic service environment
Educational Qualification / Other Requirement:
- Minimum graduation with 1-3 years of relevant experience in team management.
- Basic computer skills for reporting/work management (advanced computer skills would be an added advantage).
- Effective communication - speaking on phone to external customers & internally with technicians, other Operations colleagues.
- Knowledge of the handled territory for planning.
- Occasional travel required within the Division.
- Liaise with Operations Manager, Operations Executive, Service Supervisors to establish service requirements and provide information, assurance, and advice as required.
- Communicate all service issues in a timely manner to ABM/BM, Operations Manager.
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