Control Room Supervisor

1 day ago

Gurugram, India Shimmer HR Consultancy Full time

Position Title: Control Room Duty Supervisor Manager

Location Gurgaon

Shift Timing: Rotational shift of 3pm-3am IST

JOB PURPOSE: 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.

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.

Resource & Support:

 Ensure adequate staffing in the control room, especially during peak times.

 Escalate support needs and be available for additional duties as required

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.

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.

Academic Qualification and Required Experience:

 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.

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