Tele Caller

3 days ago

Hyderabad, Telangana, India Delhivery Full time

Location: Hyderabad

Working Days: 6 Days

Role Overview

We are seeking a proactive Telecaller to manage continuous calling and coordination with delivery partners (2W & 3W) and centre executives.

The role focuses on real-time follow-ups, issue identification, and resolving delivery exceptions to ensure timely order fulfillment.

You will be the key communication point between the fleet on-ground and internal operations teams, driving higher fulfillment rates and minimizing order drop-offs.

Key Responsibilities

1. Calling & Order Follow-ups

  • Make outbound calls to delivery partners for unfulfilled or delayed orders and capture reasons.
  • Follow up on returns, delays, absenteeism, and order reassignments.
  • Coordinate with center executives to close unassigned orders in real-time.
  • Ensure same-day calling coverage for all unfulfilled orders.
  • Track progress and ensure closure of pending deliveries

2. Root Cause Capture & Reporting

  • Record clear reasons for each unfulfilled order (absence, route issue, vehicle problem, delay, etc.)
  • Maintain accurate call notes and remarks in tracking systems/CRM.
  • Prepare and share RCA reports with the Fixed Fleet Manager.
  • Identify repetitive gaps and suggest improvements.

3. Communication & Escalation

  • Maintain active communication with delivery partners and fleet centers.
  • Support quick resolution of escalations by providing call-based updates.
  • Ensure accurate real-time updates on all assigned cases.

4. Documentation & Tracking

  • Maintain daily call logs and follow-up sheets.
  • Update partner/order details after every call.
  • Highlight urgent or critical cases immediately to the manager.

Key Requirements

  • 12 years of tele-calling / operations calling experience (logistics or delivery industry preferred)
  • Strong communication skills in English (regional languages are a plus)
  • High-volume calling capability with strong follow-up discipline
  • Comfortable working in a fast-paced operational environment
  • Basic skills in Excel / Google Sheets
  • Problem-solving attitude with attention to detail

Performance Metrics

  • 100% RCA calling coverage for unfulfilled orders
  • Timely closure of unassigned / exception cases
  • Reduction in repeated delivery issues
  • Accuracy & timeliness of call logs & reporting

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