Area Operations Controller
Leeds (Hybrid)
9 Month Fixed Term Contract
JOB SUMMARY / PURPOSE
The Area Operation Controller (AOC) will be involved in the deployment of security officers relating to scheduling changes required to support a major training programme to upskill the security officer workforce. They will be working with the National Control Centre (NCC) to ensure the management and action of the Telecontact system. The AOC will be responsible for supervising and assisting remotely working security personnel across the UK, and ensuring that individuals are booking on and off as required. This role is a highly focused customer service position with a high proportion of the role focusing on inbound and outbound calls, email correspondence and daily interactions with the security officer workforce.
RESPONSIBILITIES / ACCOUNTABILITIES
* Assisting managers in the deployment of personnel in line with contractual requirements
* Report & manage manning deficiencies immediately with the deployment team
* Monitor the system to prevent possible issues of unavailability
* Rostering and scheduling of all personnel
* Reporting of Dropped Hours
* Employee Welfare Calls
* Telecontact Management & inaccuracy reduction
* Telecontact Arbitration
* Programming of Ad-Hoc work
* Assist deployment managers in achieving the deployment SLA’s
* Maintaining Operational systems information
* Sickness reporting and officer calls
* Keeping the scheduling database up to date including all Joiners, Induction Training, Rosters, Leavers, Absence, etc.
* Providing incident management support
* Providing advice to Security Officers during working hours
* Dealing with wage queries
* End of week / month collation and checks
* Creation of analysis reports.
CORE COMPETENCIES:
* Excellent communication and interpersonal skills at individual, team and management level
* Able to build, develop and maintain positive working relationships with clients, suppliers and internal support services
* A self-starter with excellent problem-solving skills and a focus upon continuous improvement, both personally and to the benefit of the client and 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 contractual issues
* Ability to prioritise and manage tasks and directives which may conflict each other
* Able to produce informative and concise reports
* Numerate and literate and experienced with Microsoft Office tools.
KEY PERFORMANCE MEASURES:
* Employee retention
* Employee satisfaction
* Dropped Hours
* Company KPIs.