Control Room Supervisor

Control Room Supervisor

4 on 4 off

£21.23 per hour

Key Objectives

• Essential global operations centre experience nessesery
• To understand organisations priorities and how your role supports their daily objectives;
• Manage the day to day running of the LCC 24/7 and act as a first line response to all incidents that impact on the organisations global contract;
• To take the lead and manage all critical and emergency situations ‘out of hours' until such time as a organisation representative takes over responsibility for the incident;
• To ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider business where possible;
• To support the UK & Ireland offices to manage their responsibilities where relevant and maintain effective working relationships with the teams;
• To manage and monitor organisation's Travellers abroad and take quick and effective action to deal with any incidents or issues that may arise;
• Investigate any issues or incidents which may arise that impact on staff, premises or assets or Mitie security staff;
• Utilise all security and other protective systems to manage and monitor global events/incidents;
• To be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant;
• To work collectively with the other global Control Rooms to deliver consistent services;
• To ensure that all relevant incidents are escalated via the correct channels to the nominated company lead(s);
• To ensure that the LCC team deliver exceptional customer service to all enquiries into the control room;
• To ensure that each LCC team member takes personally responsibility for each enquiry into the control room to support satisfactory resolution;
• To support organisation to undertake regular audit of all security and other systems;
• To undertake ‘one off' projects relating to the Control Room as directed by the clients;
• To work with other service partners to ensure that equipment faults are reported quickly
• To look for opportunities for continuous improvement and to propose options that are mutually beneficial to the Account and Mitie.
• To build and maintain effective working relationships with all key stakeholders
• To coach and mentor the LCC Controllers to support them in achieving site specific objectives
• Regularly test LCC Controllers knowledge and ability to undertake their role and support development where required;
• To support and achieve the monthly LCC KPI requirements;
• To manage WP+ to ensure hours are reconciled;
• Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times;
• To undertake check-calls where security staff are working in isolation on other UK sites;
• To undertake any other duties as requested by the client;

Main Duties

• Deal with Emergencies
• To take control and manage all incidents and events which occur ‘out of hours' until such time as a client representative is able to take control;
• Be pro-active to identify issues which may impact on business and escalate where relevant
• Escalate information and updates to the relevant business lead(s) quickly and effectively
• Ensure that all LCC Controllers are trained and capable of carrying out their duties in times of emergency
• Identify any ‘lessons learnt' to support business improve future response to incidents
• Manage the LCC:-
• Deal with the day to day running of the LCC
• Manage and monitor all security and other systems to ensure the smooth running of the LCC
• Ensure staff are complying with the Assignment Instructions and Standard Operating Procedures
• Ensure staff are taking ownership to deal with enquiries to deliver exceptional customer service
• Ensure that all callers into the LCC receive exceptional customer service
• Investigate any issues or incidents which arise which impact on BNYM
• Reconcile WP+ to ensure correct staff pay and invoicing
• Meet the LCC KPI requirements
• Maintain effective working relationships with other BNYM global Control Rooms and UK & Ireland offices
• Conduct regular check calls where Mitie/VSG staff are lone working
• Traveller Tracking:-
• Manage and monitor all organisation's Travellers abroad
• Deal quickly and effectively with all issues arising from staff travelling abroad
• Deliver exceptional customer service to all traveller enquiries into the LCC

Manage Staff:-

• Regular 1-2-1 meetings conducted with each LCC Controller to check objectives are being met
• Annual appraisal completion and review
• Training & development programme agreed and in place for each LCC Controller
• Delegate tasks and projects to LCC Controllers as appropriate to support development
• Mentor and coach LCC Controllers to reach their full potential
• Identify and develop a LCC Supervisor Deputy to ensure resilience for each site
• Deal effectively with under performance
• Investigations
• Undertake investigations into issues relating to staff performance
• Undertake other investigations as required by the client
• Undertake HR disciplines/appeals as required by Company procedures

Audit

• To undertake regular audit of processes and procedures to support business compliance requirements
• To undertake one off projects as required by business to support audit requirements
• Person Specification
• Effective Leadership and Team Building skills
• Excellent Organisational Skills
• Security Systems knowledge and experience (CCTV and Access Control systems)
• Demonstrable internal and external Stakeholder Management
• Effective Communication Skills – both written and verbal
• Excellent IT skills
• Personal Responsibility and Accountability
• Previous experience of managing a team in a corporate environment
• Previous experience of managing a control room and emergencies situations