Job Details

Alarm Receiving Centre (ARC) Manager

The FMC Network have partnered with a UK wide business to recruit for an Alarm Receiving Centre (ARC) Manager. We are looking for an enthusiastic professional who has experience in managing within a call centre environment; CCTV operation, or similar consumer facing environment to join our client and lead their team at the Yorkshire based office.
To be successful in the role of Alarm Receiving Centre (ARC) Manager bayou will be able to effectively implement our operations strategy within the ARC and ensure all SLAs and KPIs are met and exceeded; focus on efficiency, improvement and customer service; and ensure our processes and practices are best in class.
 
Key Tasks include:

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
• Determines the priorities in the execution of the work, plans and distributes the work in the (Back Office) team.
• Creating and implementing operational plans and managing other aspects of the alarm receiving centre (ACR) daily operation
• Exceeding performance targets, improving customer satisfaction, and managing a team.
• Motivate and inspire their team to be best-in-class performance in customer service.
• Problem-solving, with a data-driven approach to decision-making.
• Report regularly on operational matters, KPI performance and any continuous improvements made or proposed and making presentations to senior management and other stakeholders.
• Manage a security monitoring and call handling team, dealing with potential criminal matters, meeting NSI required service standards.
• Manage day to day operations and liaison with customers and internal stakeholders.
• Record statistics and the performance levels of the ARC
• Develop robust departmental systems, policies and procedures to sustain a high level of service to all internal and external customers.
• Acts as the first point of contact for Team Leaders and Coordinators of other departments and business

 
Key Skills and Experience

• Track record of related experience within a customer service/customer operations capacity within a high-volume environment.
• Technical experience in the temporary security or CCTV sector is an advantage.
• Able to uphold quality standards while maintaining a sense of urgency within a high-volume, fast-paced, production environment.
• Proficient in using CRM, VMS and MS Office systems.
• Well-developed organisation skills, including the ability to handle many details and multiple projects simultaneously in a cross functional environment.
• Experience of managing and leading teams

 
If you’re an experienced manager within a call centre environment, whether it be in CCTV, Fire, FM, or utilities, please get in touch with Ryan Evans to discuss further on 0121 450 5000 ryan.evans@fmcnetwork.co.uk