Senior Manager

Senior Manager - Command Centre

Job role :

The primary objective of this role is to take ownership of the control room's daily performance, ensuring effective communication and support for customers and field teams, while maintaining a 24/7 proactive support function. The Control Room Duty Supervisor role is a leadership position focused on overseeing the daily operations of the control room, ensuring high standards of communication, performance, and compliance.

Team Management & Development :

• Foster strong team relationships and interdepartmental collaboration.
• Provide training, conduct appraisals, and manage performance issues.
• Address errors and ensure adherence to company procedures.

Resource & Support :

• Ensure adequate staffing in the control room, especially during peak times.
• Escalate support needs and be available for additional duties as required.

Communication & Escalation :

• Respond promptly to customer queries via email or phone.
• Keep clients updated on temporary/ad-hoc work and scheduling issues.
• Escalate complaints and unresolved issues to relevant departments.
• Ensure proper handovers between shifts and accurate documentation of issues.

Performance Monitoring & Reporting :

• Track lateness, attendance, and sickness; report trends to Regional Operations Managers.
• Coach officers on proper use of the auto booking-on system.
• Send weekly ad-hoc work reports to relevant managers.

Supplier Management :

• Maintain relationships with approved suppliers.
• Keep supplier contact lists updated and monitor geographical coverage gaps.

Quality & Compliance :

• Ensure adherence to the company's Quality Management System.
• Comply with health & safety legislation.
• Ensure access to up-to-date Assignment Instructions and Risk Assessments.

SKILLS AND KNOWLEDGE :

• Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.
• Overall, 10-12 years of work experience in managing a control/command room business environment
• Experience in control room and management within a 24-hour environment. Weekend team supervision required as it's a 24/7 delivery service operations. Flexibility on 100% Work from Office.
• Open to extended shift coverage, rotational shifts to meet business requirements, service delivery.
• Proficiency in Timegate.
• Strong communication, interpersonal and leadership skills. Familiarization with UK, British accent and cultural nuances
• Trained in UK, US communication style and cultural etiquette
• Manage time sensitive tasks and multitask. Client facing role.
• Strong leadership and team development skills.
• Proactive problem-solving and decision-making abilities.
• High attention to detail and organizational skills.
• Strong computer literacy.
• Commitment to client satisfaction.
• Responsibility to oversee 20-50 Team Members, spread across different accounts.
• The preferred candidate should be from Gurgaon location or willing to relocate.

Skills Required
Leadership, Computer Literacy, Team Development, Communication