Team Lead

Purpose of the Job State concisely the aim 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.

Organization chart Indicate schematically the position of the job within the organization. It is sufficient to indicate one hierarchical level above (including possible functional boss) and, if applicable, one below the position. In the horizontal direction, the other jobs reporting to the same superior should be indicated.

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 – Indicate the main activities / duties to be conducted in the job.

• 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 – Indicate the skills, knowledge and experience that the job holder should require to conduct the role effectively

• 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.