Tele Caller
- Delhivery
- 0 - 2 years
- Hyderabad
- 2 months ago
- Email to a friend
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Job Description
Location: Hyderabad
Working Days: 6 Days
Role Overview
We are seeking a proactive Telecaller to manage continuous calling and coordination with delivery partners (2W & 3W) and centre executives.
The role focuses on real-time follow-ups, issue identification, and resolving delivery exceptions to ensure timely order fulfillment.
You will be the key communication point between the fleet on-ground and internal operations teams, driving higher fulfillment rates and minimizing order drop-offs.
Key Responsibilities
1. Calling & Order Follow-ups
- Make outbound calls to delivery partners for unfulfilled or delayed orders and capture reasons.
- Follow up on returns, delays, absenteeism, and order reassignments.
- Coordinate with center executives to close unassigned orders in real-time.
- Ensure same-day calling coverage for all unfulfilled orders.
- Track progress and ensure closure of pending deliveries
2. Root Cause Capture & Reporting
- Record clear reasons for each unfulfilled order (absence, route issue, vehicle problem, delay, etc.)
- Maintain accurate call notes and remarks in tracking systems/CRM.
- Prepare and share RCA reports with the Fixed Fleet Manager.
- Identify repetitive gaps and suggest improvements.
3. Communication & Escalation
- Maintain active communication with delivery partners and fleet centers.
- Support quick resolution of escalations by providing call-based updates.
- Ensure accurate real-time updates on all assigned cases.
4. Documentation & Tracking
- Maintain daily call logs and follow-up sheets.
- Update partner/order details after every call.
- Highlight urgent or critical cases immediately to the manager.
Key Requirements
- 12 years of tele-calling / operations calling experience (logistics or delivery industry preferred)
- Strong communication skills in English (regional languages are a plus)
- High-volume calling capability with strong follow-up discipline
- Comfortable working in a fast-paced operational environment
- Basic skills in Excel / Google Sheets
- Problem-solving attitude with attention to detail
Performance Metrics
- 100% RCA calling coverage for unfulfilled orders
- Timely closure of unassigned / exception cases
- Reduction in repeated delivery issues
- Accuracy & timeliness of call logs & reporting
Job Classification
Industry: Courier / LogisticsFunctional Area / Department: Sales & Business DevelopmentRole Category: Enterprise & B2B SalesRole: Enterprise & B2B Sales - OtherEmployement Type: Full timeContact Details:
Company: DelhiveryLocation(s): Hyderabad
Keyskills: Telecalling
Delhivery
Delhivery is India's leading supply chain services company. The company provides a full suite of logistics services such as express parcel transportation, LTL and FTL freight, reverse logistics, cross-border, B2B & B2C warehousing and technology services. Our vision is to become the operating ...
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