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Area Operations Controller Dublin, Ireland £13.26 hourly

Area Operations Controller

Location: Dublin, Ireland |
Salary: £13.26 hourly |
Posted: 21 Jun 2019 |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 1800005L

G4S is the world's leading global, integrated security company specialising in the delivery of security and related services to customers across six continents. We specialise in outsourced business processes and facilities in sectors where security and safety risks are considered a strategic threat. We operate in some 120 countries. We have a truly global business with large established market positions in developed markets and outstanding positions in fast growing emerging markets. G4S has a unique global footprint, employing 623,000 people worldwide, and are the largest security solutions provider in the world.

Main Duties:The Area operations coordinator is the central support to our field operators to ensure excellence in Quality Customer Service. The role of an Area operations coordinator  is suited to a person prepared to accept responsibility in a highly demanding and responsible position. Reporting to the Control Room Manager & Regional Manager, working within both the NCC & AOC team’s, to achieve the long and short term planning and forecasting of staff to ensure that the agreed service levels are achieved.

      Respond to all aspects as outlined in the training programme for AOC’s & Operate all associated services in line with the Training Programme

      Liaise with customers, Operations Managers, Regional managers & Managing director relating to issues, response, activity reports, complaints and queries.

      Support all aspects of the Company’s business nationally to Identify and resolve issues arising from day to day company business in conjunction with the NCC operators , NCC Manager , Service Team and Operation Managers.

      Dealing with wage queries & Manual adjustment request’s in a professional and proactive manner.

      Production of timely and accurate reports as requested by senior management

      Responsible for providing exceptional levels of customer service by telephone and/or email etc. in a friendly, responsive and efficient manner

      Administer staff requests once reasonable, such as shift swaps and holiday requests etc

      To take ownership of all requests & emails by being proactive with queries in terms of follow up and escalation

      Maintain an up-to-date level of procedural knowledge by being attentive to and acting upon information advised

      Maintain scheduling for all employee’s and portfolio’s for which the AOC cover’s ensuring 100% delivery of all contracted and temporary hours.

      Resolving unplanned short notice absences as and when they arise in conjunction with NCC controllers

      Maintaining and updating of systems to ensure all new contract’s / work orders are set up correctly

      Display Positive and professional image at all times

      Produce frontline financial control by creating and delivering cost effective employee schedule patterns while also closely monitoring both Overtime & make up time costs

Qualifications and Experience

      Knowledge of Timegate or similar rostering system an advantage

      Excellent MS & Google Office skills particularly Excel & Google sheets is essential

      Excellent communication and professional telephone manner essential

      Full fluency in both written and spoken English is essential

      Full flexibility is required

      5 year checkable work history

      Experience working within a call centre environment an advantage

Skills

      Strong organisational and time management skills

      Highly motivated and enthusiastic individual

      Ability to work with all levels of staff, be proactive and use initiative

      Ability to work well in a fast paced environment

      Excellent attention to detail

      Target driven with ability to hit and exceed targets

      Excellent Analytical ability and a numerical aptitude



G4S is the world's leading global, integrated security company specialising in the delivery of security and related services to customers across six continents. We specialise in outsourced business processes and facilities in sectors where security and safety risks are considered a strategic threat. We operate in some 120 countries. We have a truly global business with large established market positions in developed markets and outstanding positions in fast growing emerging markets. G4S has a unique global footprint, employing 623,000 people worldwide, and are the largest security solutions provider in the world.

Main Duties:The Area operations coordinator is the central support to our field operators to ensure excellence in Quality Customer Service. The role of an Area operations coordinator  is suited to a person prepared to accept responsibility in a highly demanding and responsible position. Reporting to the Control Room Manager & Regional Manager, working within both the NCC & AOC team’s, to achieve the long and short term planning and forecasting of staff to ensure that the agreed service levels are achieved.

      Respond to all aspects as outlined in the training programme for AOC’s & Operate all associated services in line with the Training Programme

      Liaise with customers, Operations Managers, Regional managers & Managing director relating to issues, response, activity reports, complaints and queries.

      Support all aspects of the Company’s business nationally to Identify and resolve issues arising from day to day company business in conjunction with the NCC operators , NCC Manager , Service Team and Operation Managers.

      Dealing with wage queries & Manual adjustment request’s in a professional and proactive manner.

      Production of timely and accurate reports as requested by senior management

      Responsible for providing exceptional levels of customer service by telephone and/or email etc. in a friendly, responsive and efficient manner

      Administer staff requests once reasonable, such as shift swaps and holiday requests etc

      To take ownership of all requests & emails by being proactive with queries in terms of follow up and escalation

      Maintain an up-to-date level of procedural knowledge by being attentive to and acting upon information advised

      Maintain scheduling for all employee’s and portfolio’s for which the AOC cover’s ensuring 100% delivery of all contracted and temporary hours.

      Resolving unplanned short notice absences as and when they arise in conjunction with NCC controllers

      Maintaining and updating of systems to ensure all new contract’s / work orders are set up correctly

      Display Positive and professional image at all times

      Produce frontline financial control by creating and delivering cost effective employee schedule patterns while also closely monitoring both Overtime & make up time costs

Qualifications and Experience

      Knowledge of Timegate or similar rostering system an advantage

      Excellent MS & Google Office skills particularly Excel & Google sheets is essential

      Excellent communication and professional telephone manner essential

      Full fluency in both written and spoken English is essential

      Full flexibility is required

      5 year checkable work history

      Experience working within a call centre environment an advantage

Skills

      Strong organisational and time management skills

      Highly motivated and enthusiastic individual

      Ability to work with all levels of staff, be proactive and use initiative

      Ability to work well in a fast paced environment

      Excellent attention to detail

      Target driven with ability to hit and exceed targets

      Excellent Analytical ability and a numerical aptitude


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