SME - Command Center

Role & responsibilities

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.

Major Activities

• Load and manage site schedules/rotas and client/emergency bookings in Time gate.
• Execute daily control room operations as directed by the National Control Room Manager.
• Maintain and update systems like Time gate/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.
• Responds promptly and thoroughly to requests, findings, and communications
• Effectively manages multiple tasks ensuring timely completion with accuracy

Preferred candidate profile

• Overall, 5-7 years of work experience preferably in managing a control/command room business environment.
• Graduate/ Postgraduate in any discipline preferable 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
• 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.

100% work from office. No work from home.

24/7 business operations. Monday to Sunday coverage.

Rotational shifts.

Rotational week offs. No fixed week-offs.

Familiarization with UK, British accent and cultural nuances

Trained in UK communication style and cultural etiquette