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.
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.
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, 6-8 years of work experience in managing a control/command room business environment
- Experience in control room and management within a 24-hour environment.
- Open to Weekend (Saturday, Sunday) working as it's a 24/7 delivery service operation.
- 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 communication style and cultural etiquette
- Manage time sensitive tasks and multitask. Client facing role.
Must have skills
- Team Development
- Subject Champion
- Client System/Platform Champion
- Strong Communication
- Manage time sensitive tasks
- UK, Europe accent & culture nuances
Good to have skills
- 24/7 business operations experience
- Rotational Shift service delivery experience
