G4S Secure Solutions (PNG) LImited is an Allied Universal Company, a global business with operations in more than 85 countries. We offer employees with long term career opportunities where he can make a difference in a meaningful way. G4S is an equal opportunity employer.

National Operations Center (NOC) Supervisors

Job Posted 19 June 2024; Job closes 03 July 2024; Full time job; G4S Secure Solutions (PNG) Limited HQ Konedobu NCD P.O. Box 589, Port Moresby

JOB INTRODUCTION

This job offers opportunities to work with prestigious clients and customers, job security and competitive salary and benefits and career development to a more senior level in the company.

The expectations of this role are demanding. The incumbent needs to be prompt and immediately escalate to management any security code red situations; any situations that may cause a delay in transport and logistics for a service to a client; communication links outages; monitoring system faults; and any other matter that a client may require a response on; or a G4S team on the field may need assistance on.

JOB PURPOSE

The National Operations Center (NOC) Supervisor leads and manages a team of operators, coordinating a range of activities including the logistics of transport bookings by clients, monitor systems, monitor safety and security communications and promptly escalating security alerts through the established protocols and management as needed. The Supervisor is responsible for ensuring that customer service is delivered and the systems and communication links and networks are fully operational at all times 24 hours a day 7 days a week.

This is a full time role in which you will work a 12 hourly rostered shift. The role is office based with the focus of delivering excellent customer service.

RESPONSIBILITIES AND DUTIES

• Effectively lead and manage a Team of operators
• Effectively coordinate tasks for a pools of Response Drivers & Escorts
• Ensure Team Members follow the standard processes when Signing On and Off for duty; completing Handover Take Over Notes; conducting Vehicle Check reports and completing a Customer Call Out Request Form
• Ensure a prompt, courteous, Polites and efficient response is provided to all callers
• Ensure to promptly escalate issue affecting the communication links and systems due to outages and issues
• Ensure to promptly and accurately escalate security incidents occurrences and alerts
• Coordinate logistics and transport bookings
• Escalate operations issues to management as needed
• Maintain communication with driver and crew on tasked assignments
• Keep customers up to date with tasking status
• Generate communication by SMS blasts on immediate security and safety occurrence
• Monitor Radio communication on Operational Situation Reports
• Perform duties on a 12 hourly rotational shift
• Compile and submit shift Reports
• Compile and submit Customer Call Out Request Forms
• Complete a detailed Hand over take over (HOTO)
• Maintain general discipline and conduct in the team members
• Report any non compliance to management

REQUIREMENTS

We are looking for people with

• Proven prior work experience in a similar role
• Ability to lead a team and maintain discipline
• Able to manage a team and the operations of a control center
• Ability to communicate and coordinate with other teams
• Checkable history and records of periods of education, past employment and unemployment
• Excellent telephone manners and verbal communication skills
• Good communication skills
• Good customer service skills
• Able to plan and think strategically
• Able to coordinate activities
• Good organisation skills
• Ability to work as part of a team
• Excellent attention to detail
• Proven competency in the use of communication equipment
• Proven ability in the use of computer and standard applications
• Possess relevant High School and further education qualifications

Other Requirements;

• Be physically and mentally healthy
• Mature, confident, stable and of sober habits
• Proven to be reliable and of good conduct
• Be able and willing to work extra hours as and when required

Only persons with the relevant experience need apply. Only shortlisted applicants will be contacted. Applicants who have applied to the previous advertisement need not apply again.