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.
- Good 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 and government officials.
- Ability to work in a fast-paced and process-driven environment.
- Prior exposure to ITMS or similar monitoring/command centre setup will be an added advantage.

Key Competencies

- Team management
- Productivity monitoring
- Data analysis
- Excel and MIS reporting
- Communication skills
- Stakeholder management
- Escalation handling
- Process orientation
- Problem-solving

Preferred Industry Background

Pay: ₹400,000.00 - ₹500,000.00 per year

Benefits :

- Provident Fund

Application Question(s):

- Have you worked in Team leader role in a BPO Industry
- Are you having positive Excel and data Analytics capability

Work Location: In person

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