SME - Command Centre

• Foster strong team relationships and interdepartmental collaboration.
• Provide training, conduct appraisals, and manage performance issues.
• Address errors and ensure adherence to company procedures.
• 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.
• Ensure adequate staffing in the control room, especially during peak times.
• Escalate support needs and be available for additional duties as required
• 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.
  
  

Qualifications

Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.

Must have skills

• Proficiency in Timegate
• UK process
• 24/7
• Manage time sensitive tasks and multitask