The control room supervisor shall be responsible for making sure staff are working effectively and supporting the security operations.
- Minimum Qualification :Bachelors
- Experience Level :Mid level
- Experience Length :3 years
Duties and Responsibilities
• Supervise the daily control room operation.
• Deploying response security staff to incidents
• Directing the responding to safety and security incidents
• Reporting critical incidents to the Operations manager and Head of Operations
• Preparing reports for the Operations manager in case of Critical incidents.
• Managing the delivery of the control room service and ensure delivery of operational KPI’s
• Develop and complete the control room policy and procedure.
• planning and organizing daily/shift routines and activities
• Maintain a safe and secure work environment for the employees.
• Remain alert all the time and prepare for the unprecedented incident.
• Ensure the control room staff and equipment are ready for any types of incidents
• Provide telephone support to the public or the other employees.
• Keep Control Room and personal appearance up to the established service.
• Carry out additional duties as required during emergencies.
• Monitoring of CCTV system and images and reacting accordingly for non-planned events
• Ensure that visitors and contractors to the Control Room -
o Are checked in and booked.
o Are not allowed to enter the Control Room unannounced.
o Are aware of what actions to take in the event of an emergency.
• Provide supervision and guidance to all operators to ensure that high standards of performance are being delivered at all times.
• Ensure that attendance of the shift Control Room Operators and record and follow up on any absentees.
• Receive and respond to incidents, classify each incident and determine the severity of the incident and generate an incident reports and submit of the activities conducted.
• Prepare status reports and raise them to the Head of Operations and Operations Manager for review.
• Ensure that all communication devices and telephone and radio broadcasts are answered in a timely manner.
• Coordinate with the Patrol Team to respond to any incidents if required.
• Handle high-risk incidents that are reported and take action swiftly in order to contain any possible security breaches or threats.
• Report any high-risk incident to the Head of Operations and Operations Manager and ensure constant coordination.
• Ensure that all reported incident is followed-up on and resolved.
• Maintain a database of all the incident reports and follow up on all incidents to ensure that they are resolved as required.
• Liaise with Police and other Emergency Services in situations where emergency services support is required following the process detailed in the Standard Operating Procedures.
• Activate the Emergency Plan when required, following the process detailed in the emergency response and recovery policy.
• Manage the coordination of Company Office Evacuation in case of an emergency, directing Security Staff as required.
• Ensure that all incident-related data that is reported to the Center is maintained and archived.
• Provide guidance and support to the Control Room Operators in performing their duties.
• Evaluate the performance of the Control Room Operators and recommend training or coaching sessions to the employees who need it.
• Contribute to the excellence of service delivery to internal/external clients in order to achieve TSS overall mission.
Communication:
• Capable of communicating diplomatically and sometimes discreetly, on operational matters, with all team members and other personnel involved in security matters.
• Able to communicate on a daily basis with TSS employees, up to and including senior management
• Able to issue and receive detailed instructions both written and verbal.
• Attends and contributes to team meetings and briefings that enhance team work.
Documentation:
• Maintains control room visitor’s signing books
• Maintains log of issuing and receiving keys
• Maintains records of lost and found property
• Maintains Control Room logbook.
• Updates and amends Security Operating Procedures and Instructions, in consultation with the Head of Operations and Operations Manager.
The Ideal Candidate Knowledge & Qualifications Required:
• CCTV training and certification
• Bachelor’s Degree or Diploma in any relevant field.
• Must have attained atleast grade C and above in KCSE
• Must have more than 3yrs experience in a busy control room
• Have a sound knowledge of Security techniques.
• Understanding and ability to use computer systems in operation within the Control Room.
• Understanding of the CCTV and alarm Radio systems operation
• Excellent telephone manner
• Think independently under pressure
• Understanding of all alarm systems.
• Understanding of computer based scheduling software
• Understands the need to display an official but courteous manner at all times.
Liaise with: Control Room Officers, Line Management, Property Managers, Operations Team and leadership, Client Representatives, General Managers, Clients and Third Party Providers
Responsible to: Operations Manager
