• Drive proactive tracking of DP 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
• Provide guidance and support to employees to help them discharge their duties effectively
• Ensure Training and development of subordinates to develop the team’s capabilities and high performance culture
