SME - Command Centre

Outscale Partners; Gurugram District; On-site; INR 420,000 - 720,000; Full time

Job summary

Outscale Partners in Gurugram (Haryana) is seeking an experienced Operations Supervisor to foster strong team relationships, coordinate interdepartmental collaboration, and ensure adherence to company procedures.

You will provide training, conduct appraisals, manage performance issues, respond to customer queries, and ensure proper handovers, documentation, and compliance with the Quality Management System and health and safety legislation.

Qualifications

• Graduate/Postgraduate in any discipline, preferably from the BPO/KPO/BPM service industry.
• Proficiency in Timegate.
• UK process.
• 24/7
• Manage time sensitive tasks and multitask.

Responsibilities

• Foster strong team relationships and interdepartmental collaboration.
• Provide training, conduct appraisals, and manage performance issues.
• Address errors and ensure adherence to company procedures.
• Respond promptly to customer queries via email or phone.
• Keep clients updated on temporary/ad-hoc work and scheduling issues.
• Escalate complaints and unresolved issues to relevant departments.
• Ensure proper handovers between shifts and accurate documentation of issues.
• Track lateness, attendance, and sickness; report trends to Regional Operations Managers.
• Coach officers on proper use of the auto booking-on system.
• Send weekly ad-hoc work reports to relevant managers.
• Ensure adequate staffing in the control room, especially during peak times.
• Escalate support needs and be available for additional duties as required
• Ensure adherence to the company’s Quality Management System.
• Comply with health & safety legislation.
• Ensure access to up-to-date Assignment Instructions and Risk Assessments.

Skills

Timegate proficiency

UK process

24/7

Time-sensitive tasks

Education

Graduate or Postgraduate in any discipline (preferable from BPO/KPO/BPM)

Job description

• Foster strong team relationships and interdepartmental collaboration.
• Provide training, conduct appraisals, and manage performance issues.
• Address errors and ensure adherence to company procedures.
• Respond promptly to customer queries via email or phone.
• Keep clients updated on temporary/ad-hoc work and scheduling issues.
• Escalate complaints and unresolved issues to relevant departments.
• Ensure proper handovers between shifts and accurate documentation of issues.
• Track lateness, attendance, and sickness; report trends to Regional Operations Managers.
• Coach officers on proper use of the auto booking-on system.
• Send weekly ad-hoc work reports to relevant managers.
• Ensure adequate staffing in the control room, especially during peak times.
• Escalate support needs and be available for additional duties as required
• Ensure adherence to the company’s Quality Management System.
• Comply with health & safety legislation.
• Ensure access to up-to-date Assignment Instructions and Risk Assessments.

• Foster strong team relationships and interdepartmental collaboration.
• Provide training, conduct appraisals, and manage performance issues.
• Address errors and ensure adherence to company procedures.
• Respond promptly to customer queries via email or phone.
• Keep clients updated on temporary/ad-hoc work and scheduling issues.
• Escalate complaints and unresolved issues to relevant departments.
• Ensure proper handovers between shifts and accurate documentation of issues.
• Track lateness, attendance, and sickness; report trends to Regional Operations Managers.
• Coach officers on proper use of the auto booking-on system.
• Send weekly ad-hoc work reports to relevant managers.
• Ensure adequate staffing in the control room, especially during peak times.
• Escalate support needs and be available for additional duties as required
• Ensure adherence to the company’s Quality Management System.
• Comply with health & safety legislation.
• Ensure access to up-to-date Assignment Instructions and Risk Assessments.

Qualifications

Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.

Must have skills

• Proficiency in Timegate
• UK process
• 24/7
• Manage time sensitive tasks and multitask