Assistant Manager – Call Centre Operations

Company Overview

Dana Choga operates in the food and catering industry, focusing on delivering high-quality food and hospitality services. The company prioritizes service quality, customer satisfaction, and seamless coordination across its operations to ensure an exceptional guest experience.

Job Summary

The Assistant Manager – Call Centre Operations will oversee the customer service team, manage escalations, and ensure efficient and productive call handling. This role is critical in maintaining service quality, supervising team performance, training staff, and resolving customer complaints related to catering orders and service issues. The position contributes directly to enhancing guest satisfaction and operational efficiency.

Responsibilities

• Supervise the call centre team to ensure prompt call answering with a strong emphasis on guest experience and service quality.
• Handle escalated customer complaints, including issues related to incorrect veg/non-veg orders, menu discrepancies, and service concerns.
• Monitor call productivity, team availability, response times, and adherence to operational processes.
• Train and coach team members on call handling, menu knowledge, communication etiquette, and complaint resolution.
• Analyse operational data and reports to track performance, identify recurring issues, and escalate concerns to senior management.
• Coordinate closely with internal operations teams to ensure timely resolution of customer issues and smooth service delivery.
• Maintain professional communication with guests and senior stakeholders while ensuring consistent service standards.

Qualifications

• Minimum 5 years of experience in call centre, customer service, or operations, preferably within hospitality, food delivery, catering, or related industries.
• At least 2 years of experience in a Team Lead or supervisory role.
• Strong communication, interpersonal, and guest-handling skills, with the ability to manage difficult conversations and escalations effectively.
• Proficient in MS Excel, reporting, data analysis, and basic computer applications.
• Strong people-management skills, capable of training, guiding, and motivating team members.
• Good understanding of service processes, menu-related queries, complaint management, and operational coordination.
• Responsible, hands-on approach with strong availability and focus on timely execution.

Preferred Skills

• Proactive and service-oriented mindset.
• Comfortable handling escalations and ensuring high-quality guest experiences.
• Ability to maintain professionalism in communication with guests and senior stakeholders.

Experience

• 5+ years of experience in call centre or customer service operations.
• Minimum 2 years in a supervisory or team lead role.

Environment

• Location: Delhi
• Working Days: 6 days a week (weekday off; weekends are working days)
• Shift Timings: 10:00 AM – 7:00 PM or 12:00 PM – 9:00 PM
• Work setting involves managing a call centre team focused on customer service within the food and catering sector.