Joint Control Centre Call Centre Manager
Joint Control Centre Call Centre Manager
An exciting opportunity has arisen for the appointment of a Joint Control Centre Call Centre Manager.
OVERALL PURPOSE OF JOB:
To be a fully participating member of the OSS Senior Management Team under the direction of the JCC Supt or C/Supt.
To manage and take responsibility for the effective and efficient contact management and dispatch facility, which includes the Communication Operators, Digital team, Switchboard Team and Mentors, along with where necessary, the Crime Data Integrity Unit.
To be responsible for Force Performance within those functions especially emergency and non-emergency call handling in line with national guidelines.
To develop, implement and monitor a quality assurance programme for each business area.
To produce and establish strategies and policies in the relevant disciplines for adoption by the Force.
Formulate and manage budgets for all disciplines within the scope of the post profile.
Prepare strategic documents for NPCC in relation to local, regional and national issues.
To manage the duties for the JCC staff across all functions to ensure best use of resources
Special Requirements for the role -
The role requires applicants who can demonstrate (with evidence) skills in the following areas:
Educated to degree level or equivalent professional/qualification experience.
A formal call centre management qualification or senior call management experience.
Proven resource management experience skills.
Excellent communication skills commensurate with the Grade, including excellent presentation skills.
Comprehensive skills in IT.
Proven ability to motivate staff.
Post holder must be willing to travel as and when required to attend Regional and National meetings.
A comprehensive operational knowledge of police practices.
Please refer to the attached Post Profile for further details around the duties & responsibilities of the role.