Foster solid team relationships and interdepartmental collaboration.
Provide training, conduct appraisals, and manage performance issues.
Address errors and ensure adherence to company procedures.
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.
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.
Ensure adequate staffing in the control room,



especially during peak times.
Escalate support needs and be available for additional duties as required
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.

Qualifications

Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.

Must have skills

Proficiency in Timegate
UK process
24/7
Manage time sensitive tasks and multitask

📌 SME - Command Centre (Gurugram)
🏢 Outscale Partners
📍 Gurugram