Center Operations Lead

1 day ago


Pune, Maharashtra, India Tata Consultancy Services Full time
Job Description

As a seasoned professional in the field of command center operations, we seek an individual with a strong background in incident management and customer communication. Your expertise will be crucial in ensuring seamless resolution of complex issues involving multiple technical stacks.

About the Role

The ideal candidate will have at least 4-8 years of experience in a similar capacity, with a proven track record of successful incident response and coordination. They will be responsible for monitoring real-time performance metrics, making adjustments as needed to optimize phone queues, and generating staffing schedules aligned with forecasted call volumes and operational objectives.

Responsibilities
  • Coordinate incident response efforts, ensuring effective communication with stakeholders and timely resolution of complex issues.
  • Monitor and analyze real-time performance data to identify trends and areas for improvement.
  • Develop and implement strategies to optimize phone queue performance and ensure smooth operation of the command center.
  • Generate accurate staffing schedules based on forecasted call volumes and operational requirements.
Requirements

To succeed in this role, you will need:

  • A minimum of 4-8 years of experience in command center operations or a related field.
  • Proven expertise in incident management, customer communication, and team coordination.
  • Strong analytical skills, with the ability to interpret complex data and develop actionable insights.
  • Excellent problem-solving skills, with the ability to think critically and make sound decisions under pressure.
  • Effective communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
What We Offer

As a valued member of our team, you can expect:

  • A competitive salary range of ₹12,00,000 - ₹15,00,000 per annum, depending on your level of experience and qualifications.
  • A comprehensive benefits package, including health insurance, retirement planning, and paid time off.
  • Ongoing training and development opportunities to help you grow and advance in your career.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.


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