Position: Control and Command Centre Manager - ITMS
Location: Bhubaneswar
Experience: 6-7 years maximum
CTC: Up to 4.5-5.0 LPA

Role Overview

Key Responsibilities
- Manage end-to-end operations of the Control and Command Centre for ITMS activities.
- Supervise, guide, and motivate the operations team to ensure service delivery and process adherence.
- Monitor team productivity, performance, and operational efficiency against defined KPIs and SLAs.
- Prepare daily, weekly, and monthly MIS reports using Excel and operational dashboards.
- Analyze operational data and generate insights for productivity improvement and performance enhancement.
- Handle escalations, track issue resolution, and ensure timely closure of critical operational concerns.
- Coordinate with internal departments for seamless functioning of command centre operations.
- Manage shift rosters, attendance, discipline, and overall team performance.
- Ensure process compliance, operational accuracy, and timely reporting.
- Drive process improvements and suggest corrective actions based on performance data.




- Manage external stakeholders effectively, including coordination with government officials and other relevant authorities, wherever required.
- Represent the organization professionally during operational reviews, meetings, and coordination with external agencies.
- Graduate in any discipline; engineering graduates, preferably in Electrical or Electronics, will be preferred.
- 6-7 years of total experience, preferably in BPO, Call Centre, or control room/command centre operations.
- Proven experience in team handling and driving productivity in a target-oriented environment.
- Strong analytical skills with hands-on experience in data analysis and reporting.
- Positive working knowledge of MS Excel, including formulas, pivot tables, lookups, and reporting formats.
- Excellent verbal and written communication skills.
- Strong stakeholder management capability, including dealing with external stakeholders

📌 Unified Control and Command Centre Manager (Bhubaneswar)
🏢 HR THINKER LAB
📍 Bhubaneswar