Sr. Associate

3 weeks ago

Gurugram Gurugram India Outscale Partners Full time

Job Description

The primary objective of this role is to perform all Control Room Duties and operations in a timely, efficient, and courteous manner; ensuring that all company policies and procedures are complied with.

Duties & Responsibilities

- Load and manage site schedules/rotas and client/emergency bookings in Timegate.
- Execute daily control room operations as directed by the National Control Room Manager.
- Maintain and update systems like Timegate/APIS, handle subcontractor reports, emails, and emergency cover.
- Communicate effectively with clients, operations teams, and employees.
- Investigate and report discrepancies and incidents promptly.
- Generate and distribute reports (daily/weekly/monthly).
- Provide customer service and front desk support outside regular hours.
- Support project work and maintain professional standards including punctuality and appearance.
- Follow health and safety procedures and pursue skill development.
- Perform any other duties assigned by senior management.

Skills & Knowledge

- Overall, 3-5 years of work experience preferably in managing a control/command room business

environment.

- Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.
- Strong administrative, customer/client multi-channel (Voice, Email, Meetings) connect experience.
- Excellent verbal and written communication. Familiarization with UK, British accent and cultural nuances
- Trained in UK communication style and cultural etiquette
- Effective organizational skills and ability to work under pressure
- High attention to detail.
- Strong computer literacy.
- Demonstrates self-initiative.
- 100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements,

service delivery.

- 24/7 business environment, service delivery. Rotational weekly offs. Not Fixed.

Must have skills

- Good Communication
- High attention to detail
- UK culture & accent familarity
- Multi Channel (voice, email, meetings) customer connect

Good to have skills

- 24/7 Business environment alignment
- Rotational Shift alignment
- Team player
- Flexibility

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