Command Centre Operations Manager

About the Role

Key requirement

• Relevant qualification
• Approximately 5-8 years of relevant operational experience, including at least 3 years in a management or senior supervisory role
• Experience within security, facilities management, logistics, fleet management, emergency response, telecommunications, monitoring centers or another higher-volume 24/7 operational environment
• Proven experience in incident management, operational escalation, service-level monitoring and performance reporting
• Exposure to technology-enabled operational environments, including CCTV, alarm monitoring, tracking, access control or workforce-management systems
• Experience developing, implementing and maintaining standard operating procedures
• Relevant operational, security, risk, business management or related qualifications will be advantageous

Key responsibility

• Manage day-to-day Command Center operations, ensuring consistent service delivery and achievement of agreed service levels and key performance indicators
• Lead and develop Command Center operators, supervisors and operational support teams across a 24/7 shift-based environment
• Oversee workforce planning, rostering, attendance, deployments, leave, overtime and resource utilization to ensure optimal staffing and productivity
• Identify staffing gaps, operational exceptions and service-delivery risks, taking accountability for appropriate corrective action and timely resolution
• Oversee incident management, escalation, investigation, reporting and closure within required timeframes

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