Team Lead-Command Center

Position: Command Center Team Leader

Purpose of the Job:

• This role is responsible for the daily functional management of the Command Center, to ensure that policies and procedures are adhered to, and to achieve contractual and quality SLAs / KPIs and internal targets.
• To proactively engage, motivate, coach and develop a Team of Command Center Operators

Context and main issues:

• Manage the day-to-day operational activity of the Command Center Operator and ensure the Team is resourced and trained to meet Client SLAs / KPIs and Customer satisfaction expectations.
• Effective management and improvement of operational processes.
• Work with the Account Teams / Site Delivery Teams / Third Party Vendors / Subcontractors to ensure that all reactive work orders and PPMs are scheduled and proactively managed through to completion to provide 100% compliance on site.
• Excellent understanding of all associated Command Center systems, e.g. telephony, Global Maximo, other required CMMS systems, workforce optimization, etc.
• Understand and implement the Business Continuity Plan (BCP).
• Provide Training as required, e.g. systems, Customer service.

Main assignments:

• To manage their Team of Operators.
• To provide support and mentoring for direct reports, guiding and developing their careers. Conduct monthly one-on-one meetings and Employee Performance Appraisals (EPAs) ensuring all actions, development and training needs are documented.
• To ensure all staff have the necessary training and support to enable them to fulfill their roles in an effective and efficient manner.
• To determine training and coaching needs by listening to calls and analysing requirements, in line with management requirements.
• To update the knowledge management system if required.
• To support the recruitment process.
• To frequently review operational processes, to seek and implement new and improved ways of working, and to communicate these to the Command Center Team and the Account team.
• To support the development and benchmarking of systems and processes to ensure ongoing improvement in performance and efficiency.
• To be flexible and adaptable to change.
• To handle calls and other Command Centre Operator work when required.
• To responsibly adhere to the health, safety, environmental and quality standards, policies, and procedures.
• To engage and work with the colleagues and SMEs to mobilize new Clients / contracts and new services / innovations.
• To perform all other duties as required.

Person Specification:

• Minimum of 3 years experience in a Command Centre and / or Call Centre environment.
• Experience in people leadership and the effective running of Teams.
• Ability to lead a Team in a rapidly changing environment.
• Ability to handle multiple priorities in a fast-paced work environment.
• Customer focused and responsive.
• Demonstrated ability to coach and develop individuals and the Team.
• Advanced computer skills in MS Office e.g. Word, Excel.
• Advanced knowledge of and skills in CMMS applications.
• Analytical and decision-making skills.
• Excellent communication skills verbal and written.
• Self-motivated,confident, honest and flexible, with a professional work ethic.
• Relationship building and influencing capabilities.
• Demonstrated experience in implementing, evaluating, and improving business processes.
• Technical knowledge or technical background experience would be an advantage.
• Exceptional attention to detail.
• Ability to deliver exceptional Customer service to both Stakeholders (internal and external).
• Self-starter with the ability to achieve results.
• Demonstrates the Sodexo values and behaviours.
• A strong commitment to Zero Harm and a strong safety culture.