Monitoring Centre Supervisor

Job Reference

VPS-MCS

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

26/10/2021

Job Location

Job Postcode

Salary Benefits

ROLE:

The successful applicants will supervise VPS Monitoring Centre shifts during which they will be handling incoming alarms, taking escalated from operators calls, answering customer queries and offering advice, help logging jobs, measure and ensure the Centre is operating within specified by the Management SLAs. At times, they will be the main point of contact for VPS staff from other departments and will make decisions that support rest of the business. They will be required to take calls and handle alarms to ensure SLAs are achieved.

The Role of the supervisor will be to ensure the staff in the Centre are fully supported when taking calls, deputise in the absence of the Monitoring Centre Manager, ensure continuity of service by correctly escalating issues whether of technical, operational or commercial nature. Ensuring discipline and focus in the Centre during the shift.

Allocated working hours and shift patterns may change from time to time in line with business requirements.

DUTIES AND RESPONSIBILITIES:

Under the guidance support and direction of a Centre Manager or more senior member of staff, the Monitoring Centre Supervisor will:

  • Assist in the recruitment and training process for all new and existing staff
  • Act as floor walker when no Manager present assisting staff and making decisions
  • Answer calls and alarm activations as required on shift
  • Manage breaks/lunches during the shift
  • Be the first point of call for operators and supporting them throughout the shift
  • Assist in training on all systems used in the Monitoring Centre
  • Assist team managers and deputise for them in their absence
  • Complete shift handovers and checklists
  • Complete daily and weekly Monitoring tests
  • Be the main point of contact for the Centre during the shift
  • Assist in document control, process writing and internal audits
  • Complete all relevant to the role paperwork and file appropriately.
  • Liaise with managers to identify skill gaps and create appropriate training plans.
  • Assist with Quality checks
  • You will be required to be flexible in your approach to work, including any shift changes necessary for the business or training needs. This may include additional weekend work and shift cover. You will be paid OT rates for additional hours
  • Work efficiently and effectively within a team
  • Log any calls taken and made on the appropriate software
  • Report any work-related issues on the internal system or to the appropriate manager
  • Clear desk policy to be adhered to
  • Attend and arrange training courses/sessions when required
  • Ensure all health and safety and company policies are adhered to
  • Customer visiting and meeting attendance
  • Manage staff holidays and rota
  • Ensure OT coverage and staff attendance
  • Manage discipline during the shifts
  • Manage disciplinary procedures

SKILLS & KNOWLEDGE:

Skills:

  • Good listening skills and an interest developing people
  • Excellent communication skills (verbal and written)
  • Excellent telephone manner
  • Proven motivator and self-motivator
  • Results focused
  • Able to cope with varying pressures
  • Well organised
  • Enthusiastic team player
  • Excellent working knowledge of systems
  • Drive to become expert user of the systems operated within the Centre

Knowledge:

  • Knowledge of the principle of good customer service
  • Computer literate, possession of basic computer skills
  • Proficient with MS Office (Word, Excel and Access)
  • Proficient in using Internet

Experience:

  • Experience working with and developing staff and trainees
  • Experience working to measurable targets
  • Experience with detailed record keeping
  • Experience and knowledge of basic office procedures, working knowledge of procedures operating in own area, willingness and interest in undertaking and delivering appropriate training
  • Take on clearly defined duties as required by Centre Manager or more senior members of the Management team as deemed reasonable enabling the efficient operation of the business

Apply Today!