Area Operations Controller

Job Overview

This key operational role is responsible for the proactive build and . This role is a highly focused customer service position with a high proportion of the role focusing on inbound and outbound calls email correspondence and interacting with the wider GPA X G4S workforce. The role will become a specialist user of the GPA scheduling systems. Delivering proactive maintenance of the workforce calendar for planned activity to drive effective workforce planning. Responsibility for workforce engagement to drive retention by communicating key messages and ensuring a seamless onboarding experience. This role is required to work flexibly with some evening and weekend work associated. Hours of work Mon to Fri 08:00 to 18:00 50 hours per week.

Key Responsibilities/Accountabilities

• Proactively build and schedule BAU and major Events ensuring the system accurately reflects all activity within the area and ensuring that all hours are fully manned as efficiently as possible within the required timeframes
• Ensure the schedule delivers customer requirements and confirm that planned deployment meets expectations against budgeted revenue and margin
• Manage BAU planning and system deployment through to invoicing including support for the operational teams with covering and scheduling last-minute absences drop outs and no shows.
• Maintain all pre and post shift administration and timesheets along with general day to day maintenance of the booking system ensuring accuracy of data and updating data when needed following all GDPR guidelines as applicable.
• Interpret data and act on recommendations from the Ops Support Data Analyst to improve efficiency and workforce utilisation and mitigate cost
• Maintenance of system data including holidays leavers absence
• Primary contact for subcontractor resource providers where necessary
• Work within all G4S scheduling operating procedures ensuring maximum compliance including WTD and RTW issues
• Support the administrative team in managing queries from the workforce regarding work schedules and making outbound calls when needed to fill last minute or dropped shifts or participate in call round evenings/workforce welfare calls
• Identify and communicate opportunities for improvement including cost reduction initiatives ensuring such improvements are implemented with engagement and communication of relevant stakeholders and ensuring processes are updated to ensure consistent adoption
• Respond to last minute scheduling changes and clashes reactively and proactively working with the Ops Support Manager and wider operations to ensure GPA workforce demands are met escalating any impact last minute changes may have on the ability to deliver budget expectations
• Edit change and review any workforce schedules and timing corrections working within KPIs and SLAs on service delivery.
• Liaison with wider scheduling teams in guarding to maximize and support with dropped shifts and red hours and maximizing work opportunities for the casual workforce to cover shifts.
• Ensure compliance with internal external and legal requirements as necessary including but not limited to working time directive SIA scheduling and procurement processes
• Demonstrate teamwork and collaboration across other departments within SSUKI to ensure the overall success of the business and sharing best practice
• Input into company communication tools including newsletters and mailshots
• Step in and support service continuity cover for the Account Support Manager and administrative functions such as Pilgrim and Plannon support
• Any other activities as reasonably required

Key G4S Competencies

• Managing with complexity
• Managing Professionally
• Delivering Performance
• Teamwork and Collaboration

Skills and Knowledge

Essential

• Previous scheduling experience
• Good level of numerical reasoning
• Previous experience using workforce management / T&A systems
  
• Good level of commercial awareness
• Good stakeholder engagement
• across a range of functions
• Ability to analyse and interpret data

Desirable

• Experience with Oracle
• Experience with Javelin