Senior Manager - Command Center
ConfidentialGurugram, Gurgaon / Gurugram, India30+ days ago
Job descriptionEnsure adequate staffing in the control room, especially during peak times. Escalate support needs and be available for additional duties as required 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. 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. Maintain relationships with approved suppliers. Keep supplier contact lists updated and monitor geographical coverage gaps 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. 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 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. Strong leadership & Team Development Manage time sensitive tasks Client communication Reporting & Review Management Decision making abilities UK, EU, US based client project delivery Team building & development Strong resource planning Ownership & Accountability 24 / 7 Business Operations alignment SLA, KPI design & delivery 24 / 7 Business Operations Delivery Rotational Shift Planning & Supervision
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
Communication & Escalation
Performance Monitoring & Reporting
Supplier Management
Quality & Compliance
Skills And Knowledge
Must have skills
Good to have skills
Skills Required
Team Development, Strong Leadership, Client Communication
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Center Manager • Gurugram, Gurgaon / Gurugram, India
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