100% Work From Office

Flexibility to support 24/7 operations and business requirements beyond standard hours.

Role & responsibilities

A. Production and Operational Delivery 60%

- Manage and explicit 7-Day Coverage, Call Monitoring and Blowout Coverage within defined SLAs.
- Manage the Command Center mailbox diligently, ensuring timely action and closure of emails.
- Act as the primary point of contact for RSMs, CSMs and ZOMs.
- Handle customer and field-team queries, scheduling changes, ad-hoc work and operational escalations.
- Meet individual production, productivity and quality targets aligned with the 60% allocation.
- Maintain accurate records, trackers, documentation and shift handovers.

B. People Management 40%

- Manage team workload, resource allocation, attendance and shift coverage.
- Monitor individual and team productivity, quality and KPI achievement.
- Conduct coaching, training,



knowledge assessments and performance reviews.
- Address performance gaps, recurring errors and SOP non-compliance.
- Drive team accountability, collaboration and continuous improvement.

C. Operational Governance and Business Continuity

- Own daily operational performance, SLA adherence and timely resolution of coverage risks.
- Ensure effective escalation, reporting and continuity across shifts.
- Support weekend, rotational and extended-hour requirements to meet business deliverables.
- Maintain compliance with company policies, client requirements and operational procedures.

Academic Qualifications and Experience

- Graduate/postgraduate in any discipline; BPO/KPO/BPM experience preferred.

📌 Assistant Manager-Command Centre (Gurugram)
🏢 AMH Services
📍 Gurugram