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
- 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.
Must have skills
- 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
Good to have skills
- 24/7 Business Operations Delivery
- Rotational Shift Planning & Supervision
