An exciting opportunity has arisen for an individual to undertake the role of Operational Support Manager within the Contact Management Command of Essex Police. The Contact Management Command has over 600 officers and staff working within it, and is responsible for answering all calls from the public both emergency and non-emergency. This equates to around 1.2 million calls each year. Alongside this the command is responsible for the input of crime reports applying specialist skills and knowledge and conducting primary investigations.
This is a challenging role that requires the successful candidate to develop and lead the Operational Support Team to help drive performance across all strands of the Contact Management portfolio. You will be responsible for supporting managers and supervisors at all levels with improving the daily operations, ensuring the best possible compliance against all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are achieved, including a number of nationally mandated standards.
This is a new role, therefore there is significant scope to bring your experience and expertise in the area of contact management into the role and to develop the processes and culture which will deliver sustained improvements. The team working directly to you will actively review the performance of operational staff within the command, identify training needs and supporting intervention with mentors, team leaders and managers to resolve issues and improve performance. There is significant ambition to improve the availability and accessibility of other channels in which you will also play a key role.
You will be part of the Senior Management Team, and provide support, advice and guidance to the rest of that team and other senior leaders from across the Force. This will sometimes involve preparing strategic reports, participating in relevant corporate meetings, delivering briefings and presentations to Chief Officers, Senior Managers, external partners and the Office of the Police, Fire and Crime Commissioner.
This opportunity would suit a highly-motivated and dynamic individual who can bring their wide experience to the role and who can evidence the following:
Be educated to a degree standard and must be able to evidence substantial experience of performance management techniques and methodologies in their design and build in the management and co-ordination of performance frameworks within a professional work environment.
Be able to evidence experience of leadership, coaching and performance delivery in a multi-channel contact centre management role and able to present to senior stakeholders and create performance indicators which drive improvements in the way the organisation operates.
Be able to evidence at least 5 years’ experience of managing a department. The individual must be able to evidence how they have structured a department’s annual work schedule, managed staff workload, performance, sickness, attendance and appraisals.
Demonstrable background in leading a large scale, complex operation, preferably a contact centre across different simultaneous platforms with an understanding of contact/service centre systems, technology and functionality.
Demonstrate excellent relationship management skills with the ability to engage, negotiate and manage key stakeholders both internally and externally of different levels.
Demonstrate excellent analytical and problem-solving abilities and a proven track record in strategic quality leadership, delivering effective strategies, polices and processes.
Have excellent communications skills both verbal and written.
Your application form must demonstrate and provide suitable evidence of competency by way of specific example in the following behaviours, values and technical skills, as set out in the job description.
- Analyse Critically
- Deliver, Support and Inspire
- Innovation and Open-minded
- Knowledge of Police Environment and Policy
- Information Management & Technology
- Budget Management
For further information please contact Chief Inspector Sam Smith by telephoning 101 extension 42002560.