Senior Executive Operations (ERO)

Blue Dart


Date: 3 weeks ago
City: Kolkāta, West Bengal
Contract type: Full time
  • Purpose


Responsible for proactive tracking of DP / Trinity shipments. Also responsible for handling all escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.


  • Key Responsibilities


Responsibilities


  • Drive proactive tracking of DP / Trinity shipments for all customers drive timely deliveries to such customers
  • Ensure regular follow up for all the undelivered cases in the track and close them as per set rules and procedures
  • Ensure clearance of held back cases within the stipulated timelines
  • Ensure appropriate handling of all escalation cases forwarded from the contact center
  • Ensure handling of all customer claim requests as per company policy and procedures
  • Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc.
  • Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required
  • Plan for resource requirements for future growth and ensure availability of the same through discussions with the Management
  • Facilitate the branch tracker for any tracking related issues.
  • Coordinate and consult with HO Tracker for escalation or any special cases
  • Key Result Areas and Key Performance Indicators


S. No

Key Result Areas

Key Performance Indicators

1

Ensure Customer Satisfaction for DP /Trinity


  • Ensure the net service levels are met as per targets
  • % Call back commitment being met
  • % undelivered shipments
  • Clearance of held back cases within TAT (number of deviations found)



    • Ensure Effective Customer Complaint Handling in the region


    • % Adherence to defined TATs for
    • Complaints resolution
    • Claims settlement



    • Ensure Performance Driven Culture


    • Adherence to Performance Management system timelines and guidelines



    • Drive employee morale and engagement


    • Employee Attrition (%) in the Region

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