National Control Room Team Leader

Role purpose

This position is responsible for guiding National Control Centre staff, ensuring performance expectations are met, and making sure all activities follow company SOPs, policies, and operating guidelines.

Key performance areas

The role covers operational compliance, team supervision, workforce coordination, development of staff, leadership, cost control, performance management, and rollout of health, safety, security, emergency response, and compliance practices within the unit.

Operational compliance

• Make sure operators use Listener correctly and consistently each day.
• Keep management informed with concise briefings on emergencies and threatening situations.
• Prepare daily activity reports for the Control Centre Manager.

Team supervision and organization

• Oversee the Control Centre team and ensure work is allocated properly according to workflow and job needs.
• Review staff turnover trends and support effective deployment of personnel.
• Work together with other security shift supervisors during shifts.
• Carry out duties on a shift schedule as assigned by the Control Centre Manager.

Development and training

• Ensure subordinates attend planned meetings, training sessions, and succession planning activities.
• Guide control room staff and contracted security personnel on patrol duties, incident response, and alarm activations.

Leadership and discipline

• Ensure performance reviews are completed for all direct reports and corrective action plans are put in place when needed.
• Maintain acceptable workplace conduct in line with G4S code of conduct and disciplinary standards.

Cost and KPI management

• Support delivery of business KPIs to achieve the required efficiency targets.
• Monitor overtime and control excessive personal phone use through voice logger checks.

Performance and service delivery

• Make sure customer interactions with operators meet service quality standards.
• Ensure incidents are logged correctly in the incident book and occurrence book.
• Confirm that operator KPIs are achieved.
• Ensure staff follow assigned shifts and take breaks as scheduled.

Health, safety, security, emergency and compliance

• Promote HSSEC principles and culture within the business unit.
• Build health and safety awareness at operator level through communication, enforcement, reporting, and training.
• Report health and safety risks in the NCC every week and share HSE updates with the team every two weeks.

Qualifications and experience

A BGCSE is required, and a Call Centre or Customer Service diploma or a relevant certificate would be an added advantage. The role calls for 2 to 3 years of relevant supervisory experience, prior exposure to control room operations or a similar environment, and familiarity with equipment, systems, and processes used in the security sector.