National Control Room Team Leader

About the role

The National Control Room Team Leader supervises the National Control Centre (NCC) staff, ensuring compliance with SOPs, policies and company guidelines. The role involves managing daily operations, coordinating with security shift supervisors and providing briefings on emergencies and threats.

Key responsibilities

• Supervise NCC staff, monitor performance against SOPs and company policies.
• Ensure accurate daily use of the Listener system by operators and maintain incident records.
• Prepare daily activity reports for the Control Centre Manager.
• Analyse staff turnover, allocate personnel to workflow and manage shift schedules.
• Coordinate with other security shift supervisors and oversee contracted security personnel.
• Conduct performance assessments, implement corrective actions and enforce the G4S code of conduct.
• Manage KPIs, overtime, and monitor telephone usage to prevent misuse.
• Drive health and safety awareness, report HSE threats and share safety information with the team.

Required profile

• Minimum BGCSE; a Call Centre/Customer Service diploma or relevant certificate is advantageous.
• 2‑3 years of supervisory experience, preferably in control room or security operations.
• Proven experience in control room operations or a related security field.
• Understanding of equipment, systems and processes used in the security industry.

Required skills