National Control Room Team Leader

Purpose
To supervise NCC staff, performance standards adhering to SOPs, policies and guidelines prescribed by the company.

Key Performance Areas

Effective compliance of operations
Ensure daily and accurate use of Listener by operators
Provide management with briefings concerning emergencies and threatening situations.
Prepare daily reports on Control Centre activity for Control Centre Manager
Effective management of the Control Centre staff

Effective Organization
Staff turnover analysis, proper allocation of staff to work flow and job requirements.
Coordinate with other security shift supervisors during shifts.
To work on a shift basis as determined by the Control Centre Manager

Development
Attendance of subordinates at scheduled meetings, training interventions and succession planning.
Supervise and direct control staff as well as providing direction to contracted security personnel regarding patrol, response incidents and alarm activations.

Leadership
Ensuring that performance assessment of all subordinate employees are conducted and a corrective action plan is implemented where necessary.
Ensuring that acceptable standards of behavior at work are maintained by all subordinate employees as required by G4S’s code of conduct and disciplinary code

Cost Management
Ensure business set KPI’s for optimal efficiencies to be realised
Control of overtime management, and;
To ensure there’s no excessive use of telephone usage for personal gain by way of monitoring calls via voice logger.

Effective management of performance
Ensure customer’s interaction with operators meets the customer service standards;
Ensure incident recording in the Incident book and occurrence book;
Ensure all operators KPIs are met, and;
Ensure staff compliance to scheduled shifts and shift breaks.

Implementation and integration of the HSSEC strategy and culture within the business unit
Drive health and safety awareness down to Operator level through communication, enforcement of guidelines and principles, reporting and training, and;
Reporting of Health & Safety threats in the NCC weekly and sharing HSE information with the team bi-weekly.

Minimum Qualifications & Experience
BGCSE plus a Call Centre/Customer service diploma or relevant certificate will be an advantage
A minimum of 2-3 years relevant experience in the supervisory environment would be deemed appropriate for this level.
Proven experience in control room operations or a related field.
Understanding of equipment, systems, and processes relevant to the Security industry.