Assistant Manager-Command Centre

Amh Services; Gurugram District; On-site; INR 400,000 - 900,000; Full time

Job summary

Amh Services is seeking a production and operations lead for roles based in Gurugram, Haryana. The position focuses on ensuring 7-day coverage, SLA adherence, and effective escalation handling across shifts while coordinating with regional service managers and field teams.

The role includes people management responsibilities, coaching and performance reviews, and ongoing process improvement to meet production and quality targets in a 60/40 delivery mix. 100% on-site work is required.

Qualifications

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

Responsibilities

• A. Production and Operational Delivery: Manage 7-Day Coverage, Call Monitoring and Blowout Coverage within defined SLAs; manage the Command Center mailbox; act as the primary contact for RSMs, CSMs and ZOMs; handle customer and field-team queries, scheduling changes, escalations; meet production, productivity and quality targets within the 60% allocation; maintain accurate records and handovers.
• B. People Management: Manage team workload, attendance and shift coverage; monitor productivity, quality and KPI achievement; conduct coaching, training, and performance reviews; address performance gaps and SOP non-compliance; drive accountability and continuous improvement.
• C. Operational Governance and Business Continuity: Own daily performance, SLA adherence and resolution of coverage risks; ensure escalation and reporting; support weekend/rotational/extended-hour requirements; maintain compliance with policies and procedures.
• Academic Qualifications and Experience: Graduate/postgraduate in any discipline; BPO/KPO/BPM experience preferred.

Education

Graduate or Postgraduate (any discipline)

Job description

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 clear 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.