- 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.

- This 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.

Resource & Support:

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

- Escalate support needs and be available for additional duties as required.

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.

Supplier Management:

- Maintain relationships with approved suppliers.

- Keep supplier contact lists updated and monitor geographical coverage gaps.

Quality & Compliance:

- Ensure adherence to the companys 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, 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 its 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.

Must have skills:

- Strong leadership & Team Development.

- Manage time sensitive tasks.

- Client communication.

- Reporting & Review Management.

- Decision making abilities.

- UK, EU, US based client project delivery.

- Team building & development.

- Strong resource planning.

- Ownership & Accountability.

- 24/7 Business Operations alignment.

- SLA, KPI design & delivery.

Good to have skills:

- 24/7 Business Operations Delivery.

- Rotational Shift Planning & Supervision.

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Posted By

Kinshuk Shukla

Senior Manager- Talent AcquisitionSenior Manager- Talent Acquisition at AMH Services Private Limited

Last Active: 24 November 2025

Job Views:
1092

Applications: 351

Recruiter Actions: 0

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