Assistant Manager

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Assistant manager

Ground Transport  - Helpdesk & Command Center

 

 

 

What this job involves

 

Job Description -  Operations, Helpdesk & Command Center Management

 

 1. Role Purpose

The Assistant Manager – Helpdesk & Command Center will be responsible for the end-to-end management of Helpdesk and Command Center operations supporting employee transportation services.

The role will lead and guide the Helpdesk and Command Center teams to ensure that employee queries, calls, emails, walk-ins, trip-related concerns, service disruptions, delayed vehicles, safety alerts and operational exceptions are handled promptly and professionally.

The position will also be responsible for real-time monitoring of login and logout transportation operations through the designated technology platform, ensuring adherence to defined SOPs, SLAs and KPIs, managing vendor performance, reporting operational metrics, escalating service disruptions, and maintaining accurate operational records.

2. Key Roles & Responsibilities

A. Team Management & Operational Leadership

• Lead, supervise and guide the Helpdesk and Command Center teams across daily transportation operations.
• Allocate responsibilities and ensure adequate coverage based on operational requirements, shift timings and peak transportation hours.
• Provide clear instructions to team members regarding Helpdesk processes, trip monitoring, escalation protocols, safety procedures and stakeholder communication.
• Conduct regular team briefings and shift handovers to ensure continuity of operations.
• Ensure all team members follow established SOPs, escalation matrices, communication protocols, SLAs and KPIs.
• Coach the team on professional communication, incident handling, employee interaction and effective problem resolution.
• Identify recurring operational gaps and initiate corrective and preventive actions.

B. Helpdesk Operations Management

• Ensure that all inbound calls, emails and employee walk-ins received by the Helpdesk are acknowledged, addressed, tracked and closed within the applicable SLA.
• Monitor open employee queries and ensure timely follow-up until satisfactory closure.
• Ensure transportation-related concerns such as cab allocation, pickup/drop issues, vehicle delays, route concerns, employee no-shows and booking-related queries are handled appropriately.
• Review pending and ageing Helpdesk cases and escalate unresolved issues to the appropriate stakeholder.
• Ensure Helpdesk personnel maintain professional and consistent communication with employees, vendors and stakeholders.
• Monitor the quality and accuracy of Helpdesk responses and ensure proper documentation of cases and resolutions.

C. Login & Logout Trip Monitoring

• Ensure all scheduled login and logout trips are monitored by the team through the designated transportation technology platform.
• Track trip lifecycle activities including vehicle assignment, reporting status, employee pickup/drop progress, route movement, trip commencement and trip completion.
• Ensure exceptions or deviations identified through the technology platform are investigated and actioned promptly.
• Monitor peak login and logout windows closely and ensure potential operational risks are proactively escalated.
• Coordinate with vendors and ground operations teams to resolve vehicle or trip-related concerns with minimum disruption to employees.

D. Delayed Vehicle Management

• Ensure delayed reporting vehicles and delayed trips are identified through the Command Center monitoring process.
• Coordinate with the respective transportation vendor to understand the reason for delay and establish immediate corrective action.
• Ensure affected employees and relevant stakeholders receive timely updates wherever required.
• Track repeated vehicle/vendor delays to identify service-performance trends.
• Maintain an appropriate record of delays, reasons, vendor responses and corrective actions.

E. Vendor SLA & KPI Governance

• Track vendor performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Validate vendor breaches relating to vehicle delays, non-reporting, service failures or other applicable contractual requirements.
• Ensure valid SLA/KPI breaches are documented with adequate supporting data and evidence.
• Recommend/apply penalties in accordance with the agreed contractual penalty framework.
• Prepare and provide validated vendor penalty data to the Billing/Commercial team within the defined billing cycle and timelines.
• Maintain proper reconciliation and supporting records for penalties levied.
• Review recurring vendor failures and escalate performance concerns to GT management for corrective action.

3. Command Center Responsibilities

A. Real-Time Transportation Monitoring

• Oversee the centralized Command Center monitoring of all employee login and logout trips.
• Ensure the team actively monitors the transportation dashboard and operational screens throughout the respective shifts.
• Track trip execution and deviations in real time rather than depending solely on post-operation reports.
• Identify operational exceptions
• vendors, GT operations, Helpdesk or other relevant stakeholders for resolution.

B. Traffic & Operational Disruption Communication

• Monitor traffic conditions and transportation disruptions affecting employee movement.
• Track disruptions within and outside the premises, including access restrictions, road closures, unusual congestion or other events affecting transportation operations.
• Communicate relevant disruptions proactively to employees, internal stakeholders, vendors, leadership and client representatives as applicable.
• Provide clear information on the impact, expected delay, affected services and corrective/alternative arrangements wherever available.
• Ensure significant operational disruptions are escalated through the agreed communication and escalation matrix.

C. Safety Alert Monitoring

• Monitor transportation-related safety and security alerts generated through the designated dashboards/technology platforms.
• Validate alerts promptly and determine whether intervention or escalation is required.
• Coordinate with the applicable GT, vendor, safety or security stakeholders for timely resolution.
• Ensure safety alerts are acknowledged, investigated, actioned and closed in accordance with the applicable SOP and escalation matrix.
• Maintain records of alerts, actions taken, escalation details and closure status.
• Immediately escalate critical or high-severity safety incidents in accordance with the incident-management protocol.

4. Key Reporting & Governance

The Assistant Manager will own Helpdesk and Command Center operational reporting and ensure that reports are accurate, validated and published within agreed timelines.

Key responsibilities include:

• Validate and publish Hourly Inbound OTA / On-Time Arrival performance updates to senior leadership and client stakeholders.
• Review daily login/logout performance and service-delivery metrics.
• Ensure Helpdesk call, email, walk-in and query volumes are appropriately captured.
• Track open, closed, pending and SLA-breached Helpdesk cases.
• Maintain delayed vehicle and trip-delay reports.
• Maintain vendor-wise SLA/KPI performance reports.
• Maintain vendor penalty and service-breach trackers.
• Maintain Command Center exception and incident records.
• Validate safety-alert reports and closure status.
• Ensure all scheduled daily, weekly and monthly Helpdesk/Command Center reports are published within defined timelines.
• Validate reports before submission to ensure data integrity and consistency.

 

Good communicator

Do you have a fluent of spoken and written English language? Can you communicate your colleagues, clients and vendors? If you said yes to these, bring your ambition and explore our world of possibility.

Location:

On-site –Bengaluru, KA

Scheduled Weekly Hours:

48

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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