Business Manager

Business Head – Call Centre, Fleet & Business Operations

Key Responsibilities

Lead and manage the complete Call Centre / Customer Support operations.

Drive new business development and expansion through corporate clients, travel partners, institutions, and other channels.

Manage the overall fleet business, including vehicle utilisation, deployment, availability, productivity, and operational efficiency.

Monitor daily bookings, trip allocation, cancellations, no-shows, complaints, and revenue performance.

Ensure effective coordination between customers, drivers, fleet team, call-centre executives, and management.

Develop strategies to increase booking volumes, fleet utilisation, customer retention, and revenue.

Handle key customer accounts and resolve escalated customer complaints.

Establish SOPs for call handling, booking, escalation, customer communication, and service quality.

Track call-centre KPIs such as conversion rate, booking ratio, response time, AHT, customer satisfaction, repeat bookings, and complaint resolution.

Identify new revenue opportunities and geographical/service-area expansion.

Coordinate with the sales team for lead generation and conversion.

Monitor driver performance, service quality, punctuality, and customer feedback.

Prepare daily/weekly/monthly MIS reports covering business, fleet, call centre, revenue, and customer performance.

Control operational costs while improving fleet profitability.

Build and manage the call-centre and operations team, including recruitment, training, performance evaluation, and target setting.

Work closely with senior management on business strategy, expansion plans, and revenue growth.

Ideal Candidate Profile

5–10+ years of experience in Call Centre / BPO / Travel / Mobility / Fleet / Transportation / Cab Operations.

Strong experience in team management and business development.

Excellent customer-handling and escalation-management skills.

Strong understanding of fleet utilisation and transportation operations.

Ability to analyse MIS, revenue, conversion, and operational data.

Strong communication, negotiation, leadership, and decision-making skills.

Should be comfortable taking end-to-end ownership of the business function.

Key Performance Indicators (KPIs)

Call-centre booking conversion

Revenue growth

New business acquisition

Fleet utilisation

Customer retention

Customer satisfaction

Complaint resolution TAT

Call response and service levels

Driver/fleet productivity

Operational cost control

• It is a Full Time Sales / Business Development job for candidates with 6+ years of experience.