Command Centre Analyst

Propark Mobility; Pune District; On-site; INR 71,000 - 85,000; Full time

Benefits offered by this job

Attractive night shift allowance

Employee health insurance

Paid time off

Festival leave option

Performance bonus

Job summary

Propark Mobility in Pune is seeking a detail-oriented Command Centre Analyst for an in-office position. The role supports a 24/7 operation, handling customer inquiries with strong English communication and service focus.

Multiple shifts are available, including night hours with a dedicated break, and a salary-related night-shift allowance. The candidate will resolve guest issues, review location operations for policy compliance, and help train new staff as needed.

Qualifications

• Excellent verbal and written English communication is required.
• Ability to learn new software and computer applications quickly.
• 2-3 years of experience in US/UK or international call centres (voice-process) mandatory.
• Strong listening, interpersonal skills and focus on guest satisfaction.

Responsibilities

• Respond to all calls and guest inquiries respectfully and professionally.
• Think critically to resolve issues at select locations and ensure high service quality.
• Review operations to verify adherence to company policies and prepare QA reports.
• Maintain a positive and enthusiastic approach to assignments.
• Work 24/7 shifts including weekends/nights/holidays as needed.
• Shadow new employees or assist training of new staff.

Skills

English communication

Tech-savvy

Multitasking

Team player

Job description

Job description:

This operation is based in the United States; therefore, the potential employee will be required to work a permanent 11:00 PM to 7:00 AM IST shift in office. The work-week consists of 5 working days and any 2 days off. This is a compulsory, full-time inoffice position. Excellent verbal and written English communication skills are 100% mandatory for this role.

We are currently hiring and actively recruiting for the following 3 shifts.

Shift 1: 7:00 AM to 3:00 PM (includes a 30-minute break)(In-office)
Shift 2: 3:00 PM to 11:00 PM (includes a 30-minute break)(In-office)
Shift 3: 11:00 PM to 7:00 AM (includes a 30-minute break)(In-office)

Position Summary:(In-office position)

Are you a detail-oriented individual looking for an exciting opportunity in Customer Support? Join our dynamic team as a Command Centre Analyst! Due to multiple recent acquisitions and growth, were looking to add a few detail-oriented customer supports to our operations team. The successful applicant needs experience in customer service, helps customers by resolving their issues, answering questions and ensuring a positive experience.

Role & responsibilities:

• Respond to all calls and all guest inquires respectfully and professionally.
• Think critically and proactively to resolve issues observed or alerted to at select locations in a prompt and efficient manner to ensure a high level of customer service is delivered to all guests.
• Review/observe operations at select locations to determine if company policies and procedures are being properly executed and adhered to and prepare quality assurance and other reports as directed.
• Display a positive and enthusiastic approach to all assignments.
• Work shifts during weekends/nights/holidays in support of a 24/7 operation, as required.
• Will be responsible in shadowing new employees or assisting Manager in training the new employees.

Preferred Candidate Profile:

• Excellent verbal and written English communication
• Technological competence including ability to learn new software and computer applications
• 2-3 years of experience in US or UK or any international based call centre (voice-process experience mandatory)
• Good listening skills, interpersonal skills, with attention to guest and client satisfaction.
• Excellent multi-tasking and problem-solving capabilities.
• Reliable employee and able to quickly grasp new concepts, processes, and other data.
• Ability to participate as an effective team member in support of 24/7 operation, 365 days/year

Perks and benefits:

• Attractive performance bonus for the best performer of the month
• Employee health insurance
• Paid time off
• Optional off on festivals
• Additional Incentives for working on mandatory national holiday
• Additional Night Shift Allowance: 350 Rs/shift completed i.e. 7000/- net per month.
• For example, if you work 22 night shifts in a month, the calculation would be as follows: 350 Rs x 22 shifts =7,700 Rs. This amount will be directly then added to your salary for that particular month.