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Lead Network Control Centre Manager
1 month ago
Egis Road Operations M40 Ltd is seeking a highly skilled and experienced Lead Control Centre Operator to join their team based out of the Handy Cross depot.
Key Responsibilities:- Provide exceptional leadership and guidance to the Network Control Centre team, ensuring seamless incident management and adherence to policy, procedures, and protocols.
- Assist the NCC Manager in the 24/7 operation, ensuring cover for sick leave/annual leave periods and maintaining a minimum of two controllers on shift Monday to Friday from 7am-7pm.
- Work a 4 on 4 off 12-hour shift pattern, with flexibility to adapt to changing operational needs.
- Quality check data on all databases and spreadsheets for National Highways and internal audits, as required by the NCC Manager.
- Ensure timely submission of Daily, Weekly, Monthly reports (AYL/APP5/APP7) and KPI information.
- Provide working hours data to the QESH team on a monthly basis.
- Train and develop new team members in the use of IT systems, including Helpdesk requests for new starters.
- Liaise with Foreman, Depot Managers, Senior Managers, Lead Scheduler, Asset Manager, Planning Manager, and National Highways Operations/Team Managers for escalations/queries.
- Monitor HART requests and Health and Safety matters.
- Proactively manage resource for severe weather as part of the Winter Maintenance Process and Procedure, working with Operations.
- Respond to and monitor Customer Contact Centre Enquiries, closing out with National Highways Contact Centre and updating APP 7 to meet KPI deadlines.
- Deal with Customer Complaints received via email and phone.
- Monitor the quality of data for the green claim & red claim process.
- Collate and provide data for Freedom of Information requests.
- Check generic mailboxes to ensure workload is managed in a timely manner on every shift.
- Escalate any missed KPIs for the 7-Day Accuracy report to Planning and NCC Manager.
- Support the team to ensure they work to the Road Space booking procedure on NEMS and deal with escalated clashes.
- Develop or possess a full working knowledge of Microsoft packages, including Word, Excel, and Outlook.
- Manage systems employed in the NCC and ensure all team members are up-to-date with any changes.
- Ensure the team processes works in a timely manner and periodically checks for accuracy.
- Team player
- Customer Focused
- Ability to remain calm under pressure
- Excellent communication skills
- Decision making skills
4 on 4 off 12-hour shift pattern, with flexibility to adapt to changing operational needs.
Equality, Diversity & Inclusion:Egis Road Operations M40 Ltd is an Equal Opportunities employer, striving to build a workforce that reflects the communities they represent. They welcome candidates from all backgrounds and assess applications based on experience, essential and desirable criteria, and suitability for the role.
