As a Control Room Team Leader at the G4S National Control Centre in Leeds, you will lead a shift-based team focused on the operational management and welfare of frontline security personnel across the UK within our Retail Business Unit. You will act as a central hub for resource coordination, ensuring that field-based teams are correctly deployed, supported, and safe.
Key Responsbilities
Operational Leaderships & Incident Management;
Supervise on shift Operators, ensuring all daily tasks meet high quality standards and business Compliance frameworks.
Support the team during critical incidents, coordinating emergency service responses and providing additional support where required.
Act a the primary contact for Operations Managers and retail frontline staff across the UK.
Resource & Scheduling Oversight:
Maintain oversight of national scheduling to ensure all client sites are correctly manned and meet agreed SLA on Operational Coverage.
Manage the deployment of security personnel for emergency cover or short notice temporary work requirements
Validate the accuracy of scheduling tasks performed by the team, ensuring data integrity within the workforce management systems.
Support the optimisation of scheduling working with the business.
Team Performance & Accountability:
Manage team KPIs, specifically focusing on call handling metric and response times.
Conduct monthly 121 performance reviews, providing constructive feedback to operators to drive continuous improvement.
Distribute and manage ad hoc tasks across the shift team to ensure balanced workloads and high efficiency.
Safety & Compliance Monitoring:
Oversee the execution of mandatory Welfare Checks for lone workers and Field-based officers, escalating any Health and Safety risks immediately.
Supervise random compliance checks of contingent workers to ensure adherence to company and legislative standards.
Reporting & Strategy:
Conduct daily weekly and monthly validity checks on Management Data.
Serve as key stakeholder in improving processes, systems and standard operating procedures (SOPs)
Brief the team on all process changes and operational updates from the Head of Control Room.
Skills And Knowledge
Proven Experience in resouce schedulling, Workforce Management and leading teams in a high pressured environment.
Excellent computer skills
Excellent verbal and written communication skills
Flexible approach to shift patterns and working hours