Supervisor - Roadside Assistant

**Position Overview**

The Roadside Assistance Ground Supervisor plays a pivotal role at Royal Brothers in ensuring the smooth and efficient operation of the Roadside Assistance (RSA) team on ground. This individual will oversee the implementation of standard operating procedures (SOPs) to manage vehicle breakdowns or customer-reported concerns, with a primary focus on prompt response, prioritizing customer safety, streamlining resolution processes, and maintaining comprehensive documentation.

**Key Responsibilities**
- Oversee the implementation and adherence to standard operating procedures (SOPs) for managing vehicle breakdowns or customer-reported concerns.
- Ensure that all team members are trained in SOPs and equipped with the necessary tools to execute their responsibilities effectively.
- Provide leadership and guidance to the Roadside Assistance (RSA) technicians
- Foster a collaborative and supportive work environment that encourages teamwork, accountability, and professional development.
- Ensure that customer inquiries and concerns are promptly addressed and resolved in accordance with established service level agreements (SLAs).
- Implement measures to continuously enhance the quality of service and customer satisfaction.
- Oversee the timely assignment, and monitoring of tickets in the designated ticketing system (e.g., Freshdesk).
- Monitor the progress of each case, identify potential bottlenecks, and implement strategies to ensure efficient resolution.
- Coordinate on-site resolution efforts for vehicle breakdowns, including dispatching technicians, arranging for spare parts, and ensuring compliance with repair protocols.
- Liaise with third-party vendors or local technicians for breakdowns occurring outside city limits, ensuring timely assistance and adherence to service standards.
- Ensure comprehensive documentation of all breakdown cases, including actions taken, repairs performed, and customer feedback.
- Generate regular reports on case status, resolution metrics, and customer satisfaction for management review.
- Encourage a culture of continuous improvement within the RSA team, encouraging feedback, sharing best practices, and identifying opportunities for process optimization.
- Collaborate with cross-functional teams to implement initiatives aimed at enhancing service delivery and operational efficiency.

**Qualifications and Skills**
- Bachelor's degree in business administration, operations management, or a related field (preferred).
- Proven experience of 2+ years as a Ground team supervisor within the automotive or roadside assistance industry.
- Strong leadership and team management skills, with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and external stakeholders.
- Solid understanding of customer service principles and experience in implementing service quality standards.
- Analytical mindset with the ability to identify trends, analyze data, and make data-driven decisions.
- Flexibility to work in a fast-paced environment and adapt to changing priorities.
- Knowledge of automotive repair processes and roadside assistance protocols is a plus.

This position offers the opportunity to lead a dynamic team in delivering exceptional on Ground roadside assistance services while driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

**Job Types**: Full-time, Permanent

Pay: ₹22,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Day shift
- Weekend availability

Supplemental Pay:

- Overtime pay
- Performance bonus
- Yearly bonus

**Experience**:

- Roadside Assistant: 1 year (required)

Work Location: In person