Area Operations Controller

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 SLAs

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.