Call Centre Supervisor - Saturday & Sunday ID-1743

ROLE PURPOSE:

Covering weekend shifts - Saturday & Sunday 6am-2pm the Control Room Supervisor is responsible for ensuring the smooth running of the Control Room shifts. The Control Room supervisor will be responsible for ensuring a high level of customer service and quality assurance of the delivery of the MacRail product through the Control Room.

The Control Room Supervisor will also identify any performance issues and escalate these to the Operations Manager. Additionally, the Control Room Supervisor will take responsibility and undertake the supervision of client sites where Control Room services have been ordered ensuring regular contact is made with the sites and sufficient information is obtained to generate regular email updates, as required by both Network Rail and the clients themselves. Acting as the main point of contact, they will resolve site issues, collaborating with client managers and third parties to find solutions when performance deviates from expectations.

KEY RESPONSIBILITIES:

• Liaise with Managers, I.T. and clients to ensure readiness for the weekends work.
• Ensure the smooth running of the Control Room shifts.
• Identify and performance issues and escalate these in the appropriate manner.
• Ensure that all active sites are updated regularly either by the onsite MacRail SAC or MacRail Control Room.
• Monitor any updates and identify if a site is falling behind on plan or a possession hand back time is under threat, taking appropriate and immediate action in collaboration with the client to rectify this.
• Generate and send email reports as required by Network Rail and other individual clients ensuring they have sufficient, accurate information to send these reports, in a timely manner.
• Prepare planned, regular or ad hoc reports as required by the client, 3rd party (if authorised by client) or Company management team.
• Oversee first line IT support to SACs and Control Room staff.
• Ensure all work progress, accidents/incidents and any other relevant information are entered onto Worksite 360 using the site diary, site schedule and system reports to build up as detailed a database as possible.
• Maintain accurate records on Worksite 360 of information received from site or third parties and actions taken.
• Contact Client on Call immediately in the event of any accidents, incidents & potential overruns.
• Engage with clients and third parties to identify and rectify any issues on site in a timely and professional manner.
• Follow up all issues and failures.
• Prepare handover reports to next Control Room Supervisor and feedback/wash-up reports to the Operations Manager.
• Prepare for and feedback to the weekly wash-up meeting with any appropriate issues.
• Ensure close team working relationships with SACs and Control Room staff.
• Attend 3 monthly Control Room Supervisor meetings.

PERSON SPECIFICATION:

• Ability to communicate clearly
• Assertiveness – management skills
• Sound organisational skills
• Good admin skills
• Ability to work well under time pressures
• Working knowledge of computer operation and of the internet
• Desirable - Full UK driving licence

BENEFITS:

• Life Assurance
• Medicash
• Additional overtime and shifts available
• Company events

Job Type: Part-time

Pay: Up to £10,500.00 per year

Schedule:

• Every weekend

Application question(s):

• Are you happy to work weekends ongoing?

Experience:

• Customer service: 1 year (preferred)

Work Location: In person