Control Room Manager
Piffers Security Services (pvt) Limited
PKR 80,000 • Published Date: • Rawalpindi, Pakistan (On-Site)
Description
As Control Room Manager, you will be responsible for the overall management and supervision of control room activities to guarantee seamless operations. Your duties include overseeing process automation and reporting procedures to enhance operational efficiency while ensuring compliance with industry standards. You will be the primary point of contact for managing technical complaints and supporting field technicians nationwide, ensuring that service delivery meets or exceeds customer agreement Key Performance Indicators (KPIs). The role requires balancing operational control with strategic team management to optimize workforce scheduling and maintain strong customer service relationships across multiple locations.
Responsibilities
- Lead and supervise the control room team to ensure uninterrupted 24/7 operations and compliance with regulatory standards.
- Manage the scheduling, rostering, and leave arrangements for BAS Riders nationwide and Control Room Operators (CROs) to guarantee adequate coverage at all times.
- Oversee control room operations and SCADA system functionalities, ensuring accurate data monitoring and timely response to incidents.
- Maintain and enforce reporting procedures, promoting process automation to improve workflow efficiency and reduce manual errors.
- Coordinate and implement emergency response protocols based on the Incident Command System (ICS) to manage incidents promptly and effectively.
- Develop and sustain strong customer service relationships by responding to queries, resolving issues, and supporting quality assurance processes.
- Manage technicians and handle nationwide technical complaints by providing guidance and ensuring timely resolution aligned with customer agreement KPIs.
- Continuously monitor operational performance and prepare detailed reports for senior management to support informed decision-making.
- Ensure the control room complies with all health, safety, and regulatory requirements by conducting regular audits and training sessions.
- Facilitate communication between the control room, field staff, and other departments to optimize coordination and incident management.
- Train and mentor team members to enhance their competency in control room operations and customer service delivery.
- Identify opportunities for technological improvements and innovation within control room systems to enhance operational efficiency.
- Manage resources effectively, including technology, personnel, and information systems, to maximize control room performance.
- Drive continuous improvement initiatives aimed at elevating service standards and operational excellence.
Experience
2 Years
Apply By
Required Skills
- Control Room Operations Management
- Regulatory Compliance
- Control Room Systems And SCADA Operations
- Incident Command System (ICS) and Emergency Response
- Team Leadership
- Customer Service Management
Nice to Have Skills
- Resource Scheduling and Rostering
- Process Automation
- Technical Complaint Resolution
- Reporting and Documentation
- Health and safety compliance