The job description outlines the role and responsibilities of an Assistant Manager/Manager at Meru Cabs' call center in Malad, Mumbai, focused on delivering quality service to customers and supporting taxi business operations. Key responsibilities include implementing quality norms, training staff, managing escalations, and maximizing revenue through effective operations. The ideal candidate should have 7-8 years of experience in call center operations, strong communication skills, and knowledge of transportation and local languages.

1. Job Description for Asst. Manager/Manager – Call Center (Meru Cabs – Malad, Mumbai)
Job Objective:
Reporting into the Head of Call Center (India), the incumbent has to ensure the call center team provides quality
service to all customers & subscribers and proactively supports the business operations of the Taxi Business Unit.
All call center management is driven by defined quality assurance parameters.
Job Description:
1. To rigorously implement all operations and quality norms at the Call Centre
2. Ensure all CCEs are regularly trained to support all customer queries, for desired service & quality.
3. Ensure delivery of quality services to all customers at all times.
4. To manage customer escalations and see that they are dealt with in a timely manner.
5. To engage with the customer to proactively resolve issues that may arise through a quality customer
excellence and service platform.
6. Plan for the daily rostering & floor mgmt of call centre staff.
7. Responsible for the performance management and competency building activities of the team. To manage
all staffing, performance management and engagement for the team.
8. To ensure maximum revenue management for the subscribers by high level execution.
9. To coordinate with the Subscriber Management & Technology team for optimum operation level , ongoing
Service Improvement, performance statistics & benchmark service deliverables
10. To ensure generation of daily, weekly and monthly MIS and reports.
Key Deliverables
1. Implement all Call Centre operations and quality norms.
2. Delivery of Quality Services to Customers.
3. Daily Roistering & Floor Management
4. To ensure maximum revenue to Subscribers by executing monthly booking targets
Briefly State the essential Candidate specifications; Knowledge, Skills, Abilities required to successfully
perform the job
1. Have managed a call centre ops function for at least a team size of 50
2. Good Knowledge of Call Centre and quality operations
3. Ability to design, develop & manage a high level customer excellence model.
4. Good communication, interpersonal & Man Management skills for dealing with Blue Collared Workforce as
well as driver vendor organizations.
5. Good Market Knowledge for vehicle & transportation, geographical locations of the city.
6. Good Knowledge of Local Languages i.e. Read, write and Speak Local Languages.
Interactions
Internal / External Interactions - HIGH / MEDIUM / LOW
Internal - Call Centre & QA Team, Subscriber Management, Customer Relations, Sales & Marketing & IT
External - Customers & Subscribers
Experience required [in years]
7-8 yrs (Experience of Leading a Call Centre Function in any international, Domestic BPO’s and existing Radio Taxi
companies)
Academic Qualification required: Graduate/ MBA in Ops
Specific Technical Qualification/Certification: Nil
Version 1.0 Page 1 12/1/2015