<p><strong>Purpose</strong><br>To supervise NCC staff, performance standards adhering to SOPs, policies and guidelines prescribed by the company.</p>
<p><strong>Key Performance Areas</strong></p>
<p>Effective compliance of operations<br>Ensure daily and accurate use of Listener by operators<br>Provide management with briefings concerning emergencies and threatening situations.<br>Prepare daily reports on Control Centre activity for Control Centre Manager<br>Effective management of the Control Centre staff</p>
<p><strong>Effective Organization</strong><br>Staff turnover analysis, proper allocation of staff to work flow and job requirements.<br>Coordinate with other security shift supervisors during shifts.<br>To work on a shift basis as determined by the Control Centre Manager</p>
<p><strong>Development</strong><br>Attendance of subordinates at scheduled meetings, training interventions and succession planning.<br>Supervise and direct control staff as well as providing direction to contracted security personnel regarding patrol, response incidents and alarm activations.</p>
<p><strong>Leadership</strong><br>Ensuring that performance assessment of all subordinate employees are conducted and a corrective action plan is implemented where necessary.<br>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</p>
<p><strong>Cost</strong> <strong>Management</strong><br>Ensure business set KPI’s for optimal efficiencies to be realised<br>Control of overtime management, and;<br>To ensure there’s no excessive use of telephone usage for personal gain by way of monitoring calls via voice logger.</p>
<p><strong>Effective management of performance</strong><br>Ensure customer’s interaction with operators meets the customer service standards;<br>Ensure incident recording in the Incident book and occurrence book;<br>Ensure all operators KPIs are met, and;<br>Ensure staff compliance to scheduled shifts and shift breaks.</p>
<p><strong>Implementation and integration of the HSSEC strategy and culture within the business unit</strong><br>Drive health and safety awareness down to Operator level through communication, enforcement of guidelines and principles, reporting and training, and;<br>Reporting of Health & Safety threats in the NCC weekly and sharing HSE information with the team bi-weekly.</p>
<p><strong>Minimum Qualifications & Experience</strong><br>BGCSE plus a Call Centre/Customer service diploma or relevant certificate will be an advantage<br>A minimum of 2-3 years relevant experience in the supervisory environment would be deemed appropriate for this level.<br>Proven experience in control room operations or a related field.<br>Understanding of equipment, systems, and processes relevant to the Security industry.</p>
G4S is a leading security and facility services company that provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions that allow clients to focus on their core business. Through a global workforce of approximately 800,000 people, we leverage best practices in communities all over the world. With revenues at approximately $20 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. For more information on G4S, visit www.g4s.com.
