Senior Manager, Emergency Roadside Service (ERS) Call Center
Bridgestone · Bengaluru · onsite · Posted 42d ago
Not disclosed7–9 yrsfulltimeSourced from
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About this role
Position Overview
The Senior Manager of the Emergency Roadside Service (ERS) Call Center is responsible for leading a highperformance operational team that delivers 24/7 emergency roadside support to customers and service partners. This role oversees call center operations, workforce planning, service-level performance, process improvement, customer satisfaction, and employee engagement.
The Senior Manager ensures that teams meet stringent response-time expectations during highstakes customer situations, while driving operational efficiency, quality, and continuous improvement across ERS functions. This position plays a strategic role in shaping ERS service delivery, technology adoption, and customer relations.
Key Responsibilities
Leadership & Team Management
Lead, coach, and develop Call Center Supervisors, Team Leads, and frontline ERS agents.
Build a culture of accountability, customer empathy, safety, and operational excellence.
Set performance expectations, conduct regular coaching sessions, and drive professional development.
Champion engagement initiatives to promote team morale and retention.
Operational Management
Oversee daily ERS call center operations ensuring timely, accurate, and high-quality customer support.
Ensure adherence to service-level agreements (SLAs), quality metrics, and performance KPIs.
Direct workforce planning, forecasting, and scheduling in partnership with WFM teams.
Act as the escalation point for complex customer situations and service disruptions.
Performance & Quality Improvement
Monitor key operational metrics and implement improvements to enhance efficiency, accuracy, and customer satisfaction.
Analyze call volumes, trends, and productivity data to inform strategic decisions.
Lead root-cause investigations and implement corrective action plans to reduce repeat incidents and failure demand.
Cross-Functional Collaboration
Partner with Product, Technology, Vendor Management, Safety, and Operations teams to improve ERS tools, processes, and service provider performance.
Work closely with service partners to reinforce service standards and resolve operational issues.
Collaborate with Training and Quality teams to enhance onboarding, continuing education, and QA frameworks.
Strategic Planning
Contribute to multi-year ERS operational strategies, technology-roadmap discussions, and budget planning.
Lead initiatives related to digital transformation, automation, and customer experience enhancements.
Prepare reports and present performance results, insights, and recommendations to senior leadership.
Risk, Compliance, & Safety
Ensure compliance with company policies, safety protocols, and regulatory requirements.
Implement business continuity plans and lead ERS response during severe weather, surge events, or wide-scale disruptions.
Qualifications
Required:
Bachelor's degree in Business, Operations Management, or related field; or equivalent experience.
7+ years of call center leadership experience, including managing multi-level teams.
Experience in 24/7 operations, emergency response, customer service, or dispatch environments.
Experience in transitions ensuring control over handover and Knowledge transfer.
Experience in technology enablement.
Strong analytical and problem-solving skills.
Demonstrated success driving KPI performance in a high-volume, fast-paced environment.
Preferred
Experience in Emergency Roadside Service, transportation, logistics, dispatch, insurance, or similar industries.
Knowledge of call center tools (ACD, IVR, CRM, WFM, QA systems).
Experience leading operations through digital transformation or process redesign.
Key Competencies
Customer-Centric Decision Making
Operational Excellence & Process Optimization
Crisis & Surge Management
Data-Driven Leadership
Coaching & Talent Development
Communication & Stakeholder Management
Continuous Improvement Mindset
The Senior Manager of the Emergency Roadside Service (ERS) Call Center is responsible for leading a highperformance operational team that delivers 24/7 emergency roadside support to customers and service partners. This role oversees call center operations, workforce planning, service-level performance, process improvement, customer satisfaction, and employee engagement.
The Senior Manager ensures that teams meet stringent response-time expectations during highstakes customer situations, while driving operational efficiency, quality, and continuous improvement across ERS functions. This position plays a strategic role in shaping ERS service delivery, technology adoption, and customer relations.
Key Responsibilities
Leadership & Team Management
Lead, coach, and develop Call Center Supervisors, Team Leads, and frontline ERS agents.
Build a culture of accountability, customer empathy, safety, and operational excellence.
Set performance expectations, conduct regular coaching sessions, and drive professional development.
Champion engagement initiatives to promote team morale and retention.
Operational Management
Oversee daily ERS call center operations ensuring timely, accurate, and high-quality customer support.
Ensure adherence to service-level agreements (SLAs), quality metrics, and performance KPIs.
Direct workforce planning, forecasting, and scheduling in partnership with WFM teams.
Act as the escalation point for complex customer situations and service disruptions.
Performance & Quality Improvement
Monitor key operational metrics and implement improvements to enhance efficiency, accuracy, and customer satisfaction.
Analyze call volumes, trends, and productivity data to inform strategic decisions.
Lead root-cause investigations and implement corrective action plans to reduce repeat incidents and failure demand.
Cross-Functional Collaboration
Partner with Product, Technology, Vendor Management, Safety, and Operations teams to improve ERS tools, processes, and service provider performance.
Work closely with service partners to reinforce service standards and resolve operational issues.
Collaborate with Training and Quality teams to enhance onboarding, continuing education, and QA frameworks.
Strategic Planning
Contribute to multi-year ERS operational strategies, technology-roadmap discussions, and budget planning.
Lead initiatives related to digital transformation, automation, and customer experience enhancements.
Prepare reports and present performance results, insights, and recommendations to senior leadership.
Risk, Compliance, & Safety
Ensure compliance with company policies, safety protocols, and regulatory requirements.
Implement business continuity plans and lead ERS response during severe weather, surge events, or wide-scale disruptions.
Qualifications
Required:
Bachelor's degree in Business, Operations Management, or related field; or equivalent experience.
7+ years of call center leadership experience, including managing multi-level teams.
Experience in 24/7 operations, emergency response, customer service, or dispatch environments.
Experience in transitions ensuring control over handover and Knowledge transfer.
Experience in technology enablement.
Strong analytical and problem-solving skills.
Demonstrated success driving KPI performance in a high-volume, fast-paced environment.
Preferred
Experience in Emergency Roadside Service, transportation, logistics, dispatch, insurance, or similar industries.
Knowledge of call center tools (ACD, IVR, CRM, WFM, QA systems).
Experience leading operations through digital transformation or process redesign.
Key Competencies
Customer-Centric Decision Making
Operational Excellence & Process Optimization
Crisis & Surge Management
Data-Driven Leadership
Coaching & Talent Development
Communication & Stakeholder Management
Continuous Improvement Mindset
Sourced from foundit
Skills
Call center leadershipTechnology EnablementDigital Transformation
About Bridgestone
Bridgestone
Auto Components
1.0k+
employees
1996
30 years old
Tokyo
Japan
₹12.7L PA avg
Avg at Bridgestone
About
Bridgestone is one of the world's largest tire and rubber company. They also manufactures diversified products, which include industrial rubber and chemical products as well as sporting goods.
Industries
Auto ComponentsAutomobileManufacturing
Employee ratings
10 reviews
4.0/ 5
Culture
3.7
Career growth
2.6
Work-life
3.8
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