Shift Supervisor (Command & Control) – Hyderabad

Position Summary:

The primary responsibilities of the Shift Supervisor are to ensure the smooth operation of Command and control and the effective management and utilization of resources. This entails implementing all required compliances and protocols and uphold decorum within the call center premises and provide assistance in all upcoming and ongoing projects. The main focus of this role should be on improving overall services of C&C, call volumes, and reducing the rate of abandoned calls. Additionally, the Shift Supervisor is tasked with preparing the weekly / monthly staff roster and obtaining approval from the Line Manager.

Qualification: Graduation.

Experience: 1-2 years of relevant experience

Age: 22 Minimum

Location  :  Hyderabad

JOB RESPONSIBILITIES :

    • Ensures that handing over and taking over procedures for the shift change takes place according to the prescribed protocol.
    • Provides shift reports about staff, software, equipment and data Status on daily basis.
    • Facilitates the production of necessary documents and recordings when required.
    • Liaises with the stations of operational field to ensure that communication protocol is being followed.
    • Follows the policies and procedures for maintenance of equipment and availability are followed to all C&C Equipment is functional at all times.
    • Maintain maps, manuals and other materials used in the Communications Center
    • Inspection of cubicles for cleanliness, maintenance and preference set-up
    • Oversee & complete any outstanding Front Office duty issue’s as per the requirement
    • Assuming responsibility for any urgent matters on behalf of Management
    • Liaises with the Manager & Assistant Manager C&C to ensure seamless cooperation between teams
    • Ensures visual security of sensitive and confidential computerized data
    • Monitor the arrival and departure process for all staff of shift
    • Develops contingency plans in the event of Disaster and Emergencies
    • Assuming the role of controller in case of emergency situations until relieved by senior management
    • Records individual EMD & CWO performance in the shift
    • Screens and addresses complaints from the community regarding dispatch services
    • Shares relevant information with team members as appropriate
    • Any other task assigned by the Line Manager.
  • Human Resource Management 
    • Human Resources Management and ensures the maintenance of C&C decorum
    • Staff scheduling; ensure proper allocation of staff according to prescribed model
    • Ensures coverage for all staff absences & perform fill-in dispatch duties when necessary
    • Supervises the activities of dispatchers and lead dispatchers on all shifts as well as being available on call for questions from dispatchers or leads during off-duty hours
    • Evaluate the staff and provides coaching and counseling to staff when required
    • Implements all Human Resources Policies and Disciplinary Procedures

Compensation and Benefits:

Market competitive salary package along with other benefits, such as Gratuity, EOBI, Health Insurance, Life insurance, and position-specific allowances, will be offered on the basis of qualification and experience.

We are an equal opportunity employer and women are encouraged to apply.

Job Category: Command & Control
Job Type: Full Time
Job Location: Hyderabad

Apply for this position

Allowed Type(s): .pdf, .doc, .docx