Control Room Team Leader

JOB SUMMARY / PURPOSE

• To manage on shift NCC operations to ensure the team delivers its primary objective of monitoring the Health Safety and Welfare of all G4S SSUK field-based personnel

• Being a central point of contact on shift for NCC Operators,  Operations Support Management and the wider SSUK business in matters relating the NCC and issues reported from frontline operations

• Monitoring of NCC Operator performance and supervising the process of quality assuring the performance of team members

• Directing NCC Operators on all operational workloads

• Supervising escalation procedures and incidents when required

• Provide support to NCC Manager and Operations Support management in collating and presenting management data relating to NCC

• Assist the NCC Manager and Operations Support Management with internal and external audit preparation and the upkeep of the NCC BCP plan.

• Assist the NCC Manager and Operations Support Management team with ad hoc tasks as required

• Be a key stakeholder in the process of continually improving NCC processes and systems

RESPONSIBILITIES / ACCOUNTABILITIES

• To report directly to the NCC Manager on all issues affecting the NCC

• Monitoring, Management of NCC personnel with their team

• Meeting with NCC Operators to carry out monthly 1-2-1 performance appraisals

• Ensure team members are properly briefed on operational issues

• A central point of contact for matters relating to the NCC for the wider SSUK business

• Management of Ad-Hoc work and its division amongst the on shift team

• Daily / End of week / monthly collation and checks of management data

CORE COMPETENCIES:

• Excellent communication and interpersonal skills at individual, team and management level

• Be the on shift ‘expert’ in NCC processes

• Be the on shift ‘expert’ in NCC systems such as Javelin and RingCentral 

• Able to build, develop and maintain positive working relationships with the NCC team and wider SSUK business

• A self-starter with excellent problem-solving skills and a focus upon continuous improvement, both personally and to the benefit G4S, and can effectively operate with the minimum of supervision and direction

• Able to work under pressure, with a confident and resilient nature when dealing with operational issues

• Ability to prioritise and manage tasks and directives in a challenging environment

• Able to produce informative, concise and accurate reports and management information

• Numerate and literate and experienced with the Google suite of productivity tools

• Flexible approach to working hours where required

KEY PERFORMANCE MEASURES

• Leading of the on shift team

• Effective management of the on shift team in line with Company Policies and Procedures

• To make sure the on shift team hit their targets as set by the NCC Manager

• Analysis of staff issues and providing feasible solutions to real time issues