Contact Management Operations Manager / Senior Delivery Manager
Role Purpose
This profile has recently been updated to include the CVF 2024 and core skills, and the new version can be found on College Learn by entering the Profile title in the search function. Please note this profile is out of date and is in the process of being reviewed.
To provide leadership and management of the Contact Management Unit across the service, ensuring the delivery of contact management services across the Force, with a strategic responsibility to deliver in line with priorities and budgets.
Key Accountabilities
• Lead and manage the performance of the Contact Management unit within budget and contribute to meeting Force priorities and wider finance plans.
• Direct the provision of an effective non-emergency first contact service and emergency call handling and deployment function across the service to meet organisational targets.
• Maximise the innovative use of new or existing technology for the benefit of the public, unit and force to provide an excellent call handling service.
• Collaborate and develop efficient working relationships with internal and external stakeholders to promote the service and identify areas for improvement and collaboration.
• Use expert knowledge to influence and negotiate developments and changes to existing and new working practices, policies and procedures and develop and implement strategies for continuous service delivery improvements.
Behaviours
All roles are expected to know, understand and act within the ethics and values of the Police Service.
The Competency and Values Framework (CVF) has six competencies that are clustered into three groups. Under each competency are three levels that show what behaviours will look like in practice.
It is suggested that this role should be operating or working towards the following levels of the CVF:
Resolute, compassionate and committed
Inclusive, enabling and visionary leadership
Intelligent, creative and informed policing
Education, Qualifications, Skills and Experience
Prior education and experience:
• Business Management qualification, and/or other Project Management Qualifications.
• Contact Management Centre leadership experience, working at a strategic level.
• Proven knowledge and experience of contact centre technology including telephony, digital and online routing and management. With a high-level understanding of industry-specific technologies.
• Experience of managing the performance of large teams and managing other senior staff.
• Detailed understanding of the demands and consequences of public contact and incident management.
• A detailed understanding of operational risk management.
• Knowledge of the Police Organisation or experience of working within the Police Service.
• Knowledge of Employment Policy and Practice as it relates to working within a Police Environment.
Skills:
• Able to contribute to resource planning, to manage financial budgets and utilising commercial acumen to make risk-based decisions that deliver effective outcomes within the resources allocated.
• Able to manage the delivery of initiatives that change the structure of the organisation and/or the roles of staff and officers.
• Able to seek out and identify a range of information to identify patterns, trends and options, to solve multifaceted and complex problems.
• Able to develop and motivate a team and create strong engagement of individuals with their personal and team objectives and with Force values, behaviours and strategic priorities.
• Able to identify exceptional situations that merit recognition and take appropriate action.
• Able to identify situations that require disciplinary action and to respond appropriately.
• Skilled in setting team and individual performance objectives, monitoring performance, assessing progress, identifying emerging risks, uses and opportunities and taking corrective steps as required to ensure the right results are achieved.
• Able to plan to short and medium term cycles, to coordinate a range of activities appropriately within the function, to match these to available resources and to identify and mitigate known risks to delivery.
Continuing Professional Development (CPD)
• Maintain knowledge and understanding of Police Regulations and College of Policing Guidance, best practice and any local policy applicable to contact centre operations and leading and managing teams.
• Maintain and update key knowledge, understanding and skills relating to legislation policy and practice across all contact centre functions and areas of responsibility.
• Maintain knowledge and understanding of new approaches identified by evidence based research, problem solving and team working and synthesise these into working practice.
• Complete all annual and mandatory training.
• Maintain knowledge and understanding of performance management and assessment process and ensure they are implemented effectively when leading and managing teams.
• Keep up to date with guidance and best practice on health, safety and welfare.
• Maintain knowledge of data protection and information handling legislation.
Professional Registration/Licenses
• Not applicable
Links to other Profiles
Contact Centre Officer
Dispatch Controller
Contact Centre Deputy Operations Manager