Service Delivery Team Leader

MSS Security; South Australia; Presencial; AUD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Free onsite car parking

Excellent employee benefits including

Descripción de la vacante

MSS Security is seeking a Regional Operations Centre (ROC) supervisor to lead the ROC team, manage rostering, training, and performance, and serve as an escalation point for operations. You will build strong relationships with internal stakeholders and maintain service quality across sites.

The role emphasizes delivering exceptional customer service, upholding fatigue guidelines, and applying data-driven reporting to support management decisions and client requirements.

Formación

• Experience supervising teams or people management.
• Extensive experience and understanding of rostering and allocations with a health and safety focus.
• High computer literacy including MS Office and exposure to rostering software/systems.
• Highly developed written and verbal communication, interpersonal and conflict management skills.
• Experience in understanding and interpreting Industrial Instruments.

Responsabilidades

• Oversee the ROC staff, including recruitment, supervision, training and performance management.
• Call centre type duties overseeing the rostering of employees to ensure effective coverage, adherence to fatigue guidelines, and compliance with client-specific requirements. Maintain live rostering in system and update as necessary.
• Review and update client site briefs ensuring the data is accurate and up to date
• Ensure service levels are met, addressing and resolving any issues or non-conformances that may affect service quality.
• Prepare and maintain accurate reports for management

Conocimientos

Team supervision

Rostering & allocations

MS Office proficiency

Written and verbal communication

Industrial instruments understanding

Herramientas

MS Office

Rostering software

Descripción del empleo

About the Company

As one of Australia's leading security companies, MSS Security is built on teamwork, respect, and integrity. We provide long-term career paths, stability, and a workplace where your professionalism and dedication are genuinely valued. To find out more visit our website at www.msssecurity.com.au.

• Free onsite car parking
• Excellent employee benefits including Fitness Passport
• Work with one of Australia's Security Industry Leaders

About the role

The position is primarily responsible for supervising the Regional Operations Centre (ROC) staff. You will act as an escalation point for any operations matters and provide support and training to your team. You will also be responsible for providing exceptional customer service to all our customers, and you will build strong relationships with your internal stakeholders.

Duties include but are not limited to:

• Oversee the ROC staff, including recruitment, supervision, training and performance management.
• Call centre type duties overseeing the rostering of employees to ensure effective coverage, adherence to fatigue guidelines, and compliance with client-specific requirements. Maintain live rostering in system and update as necessary.
• Review and update client site briefs ensuring the data is accurate and up to date
• Ensure service levels are met, addressing and resolving any issues or non-conformances that may affect service quality.
• Prepare and maintain accurate reports for management

Skills & experience

• Experience supervising teams and/or people management
• Extensive experience and understanding of rostering and allocations with a health and safety focus
• High computer literacy including MS Office and exposure to rostering software/systems
• Highly developed written and verbal communication, interpersonal and conflict management skills
• Experience in understanding and interpreting Industrial Instruments

MSS Security is an Equal Opportunity Employer, valuing the unique backgrounds, experiences, and contributions of each person We encourage and celebrate diversity.