Control Room Supervisor

Job description / Role

Job Summary
• Responsible for monitoring of the ground activities and security operations and ensuring that all risk incidents attended too with the appropriate action and in a timely manner.
• 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 Control Center 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 Control Center and ensure constant coordination.
• Ensure that all reported incident are 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 Hemaya’s overall mission.
• Practice duties and roles in line with the authorities as illustrated in the authority matrix.
• This covers the key responsibilities to be performed, but is not all inclusive. It does not preclude other responsibilities from being assigned and undertaken.

Requirements

Educational Qualifications & Certifications:

• Normally a College Diploma in a relevant field
• Specific control room equipment certification is preferred

Experience:
• Four years of relevant work experience in the Control Room Operations

KPAs:

• Accuracy of incident capturing
• Response time in reporting incidents
• Accuracy of incident reports
• Speed and accuracy of response to queries and issues internally and externally
• External customer service satisfaction

Skills:

• Knowledge of Control Room Operations and incident reporting.
• Organization and Planning Skills
• Communication and Interpersonal Skills
• Problem-solving Skills
• Computer literacy: MS windows applications (word processing, excel, spread sheets…)
• Fluent in English and Arabic

About the Company

The multi-dimensional progression of the State of Qatar at both regional and global spheres has fostered phenomenal development of national infrastructure and diversification of business segments resulting into opportunities of human capital development, community service, and professional excellence; thus creating indigenous brands reflecting national heritage and cultural values as Qatari National Organizations. Responding to this mandate, Hemaya Security Services was established in 2005 to cater for the country's safety and security needs, integrating national human resources with global expertise. Over the years, we have progressed in the array of our services and standards resulting in organic growth and creating further opportunities of employment for wider communities, yet preserving the core concept of protecting National Assets by National Saviors, resulting in the pride of being Partners in National Protection.

As a company that is rooted to Qatari customs and ethos, we maintain our exclusivity to employ Qatari nationals at Leadership, Operational Management and as Front Line cadres; duly supported by excellent human and material resources. This unique business model at one end enhances our understanding of our clients' needs and at the other, compliments our approach to innovate bespoke solutions for each client in line with the environment, size and pace of their business.

Hemaya Security Services is making gradual progress into the Private sector in pursuit of its growth strategy while maintaining confidence of the Public sector organizations in the country. At the core of our firm, there are multiple service teams, and each of them specializes in a dedicated area of expertise. Manned Guarding is the current flagship and Technical Solutions will shape the future through our Consultancy Services whilst Cash Solutions manage the lifeline of any business using state-of-the-art resources and meticulous planning.

Vision To be the leading company in providing security services at the regional level, and participate in setting the security industry standards in Qatar.

Mission Providing comprehensive security services, while maintaining high level of competence and professionalism, in order to achieve security and stability in the state of Qatar.

Values - Exceed client's expectations - Work with team spirit - Professionalism and excellence in performance - Honesty and confidentiality - Transparency and credibility