Ensure the effective running of the shift team
Manage the event and call handling performance of the shift team to achieve and exceed KPI’s
Responsible for maintaining and improving on the quality of work being delivered by the team
Help identify, develop and deliver training/coaching of the team
Assist in the analysis and resolution of selected customer complaints
Maintain a relevant production of succinct and timely reports for all aspects of shift team’s performance across all activities
Ensure appropriate technical and operational knowledge is kept up to date to allow input to the Monitoring Services continuous learning and process improvement plans
Staff are expected to demonstrate their commitment to the clients Monitoring Services by their regular attendance and the completion of tasks allocated to them.
All duties are carried out in compliance with our clients Health & Safety Policy, other company policies and statutory requirements.
Minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent)
Comprehensive IT skills including ability to use all MS Office packages, including excel
Strong organisational and time management skills
Good people development and management skills
CANDIDATES MUST HAVE A MINIMUM OF 2 YEARS SUPERVISORY/LEADERSHIP/MANAGEMENT EXPERIENCE TO BE CONSIDERED FOR THIS ROLE.