Associate, Command Center

About the Role

This is an Associate position in the Command Center.

Key Responsibilities

• Load and manage site schedules/rotas and client/emergency bookings in Timegate.
• Execute daily control room operations as directed by the National Control Room Manager.
• Maintain and update systems like Timegate/APIS.
• Handle subcontractor reports, emails, and emergency cover.
• Communicate effectively with clients, operations teams, and employees.
• Investigate and report discrepancies and incidents promptly.
• Generate and distribute reports (daily/weekly/monthly).
• Provide customer service and front desk support outside regular hours.
• Support project work and maintain professional standards including punctuality and appearance.
• Follow health and safety procedures and pursue skill development.
• Perform any other duties assigned by senior management.
• Collaborate with team members to enhance overall performance and ensure adherence to quality standards.
• Manage a team, handling & monitoring day-to-day activities.
• Manage team performance, regular connects, and performance management.
• Handle employee requests according to project deadlines.
• Interact with clients daily via phone and email.
• Resolve talent acquisition related issues.
• Cooperate with other delivery team members and ensure that documentation is up to date.
• Work on analyzing data and presentations for weekly, monthly decks.
• Respond promptly and thoroughly to requests, findings, and communications.
• Effectively manage multiple tasks ensuring timely completion with accuracy.
• Ensure 100% adherence to deadlines for reports, audits, and process evaluations, maintaining compliance with SLAs and organizational standards.

Requirements & Tech Stack

• Timegate
• APIS
• Excel (Good to have)

Qualifications

• Graduate
• BPO Experience
• Communication
• Convincing
• Polite and Understanding