Sr. Associate - Customer Service (Voice Process)

The primary objective of this role is to perform all Control Room Duties and operations in a timely, efficient, and courteous manner; ensuring that all company policies and procedures are complied with.

Duties & Responsibilities

• Load and manage site schedules / rotas and client / emergency bookings in Timegate.
• Execute daily control room operations as directed by the National Control Room Manager.
• Maintain and update systems like Timegate / APIS, handle subcontractor reports, emails, and emergency cover.
• Communicate effectively with clients, operations teams, and employees.
• Investigate and report discrepancies and incidents promptly.
• Generate and distribute reports (daily / weekly / monthly).
• Provide customer service and front desk support outside regular hours.
• Support project work and maintain professional standards including punctuality and appearance.
• Follow health and safety procedures and pursue skill development.
• Perform any other duties assigned by senior management.

Skills & Knowledge

environment.

service delivery.

Must have skills

Good to have skills

Skills Required

Customer Service, Organizational Skills, Attention To Detail, Apis, Computer Literacy