Company Overview
This is an exciting opportunity to join a successful and innovative Global Group, providing industry leading proactive video monitoring services.
At Netwatch Group, we are driven by a powerful vision to “Create a Fearless Environment for our customers, partners and employees”. Our mission is to deliver innovative, proactive monitoring technologies and solutions built on trust and a commitment to quality of service. In delivering this, we are dedicated to making a difference in our customers lives every single day. Netwatch proactive video monitoring protects property, creates safe workplaces and enables business continuity. To achieve this we are committed to the recruitment and retention of the very best talent. People who join Netwatch are part of an energetic, ambitious team and develop a career in a fast-paced working environment.
We value our culture of teamwork, accountability and respect for one another. We strive to live by these values to create a positive employee and customer experience. We recognise that our people are our strongest asset and play a crucial role in our competitive advantage. Netwatch wants you to succeed by supporting you continuously; developing your skills through training and encouragement. We challenge you with interesting work, that ensures you can build on your strengths and make an impact.
Role Overview
The Communications Hub Shift Manager takes overall responsibility for Netwatch customer service delivery during their designated period. The Shift Manager manages all aspects of their assigned teams in Newry and Carlow and is responsible for ensuring that team members can work effectively and in an environment that is in keeping with the Netwatch Culture – creating a fearless environment. This role will be required to travel to our Carlow offices regularly, as required by the business.
The Shift Manager’s key responsibilities include:
• Taking a leadership role in delivering the Netwatch standard of Customer Care
• Planning, directing and overseeing the work of the Communications Hubs in the designated period so that Netwatch Service delivery is maintained at a high level and KPIs are consistently met
• Planning and maintaining work systems, procedures, and policies to enable and encourage optimum service delivery
• Contribute to overall problem solving within the Communications Hubs by providing data and insight, as well as proposing solutions. Work with the Communications Hub management team to progress assigned projects and to ensure that solutions are successfully integrated
• Managing and developing team members such that the Communications Hub standards are maintained, and performance is continually improved on.
Skills and Knowledge Requirements
• Experience in a Management or Supervisory capacity is desirable but is not essential
• Strong interpersonal skills with the ability and desire to manage people
• Strong technical reasoning
• Strong customer care orientation
• Excellent problem-solving skills and demonstrated ability to think laterally
• Proven ability to work effectively under pressure
• Strong communication and interpersonal skills (both written & verbal)
• Proactive, self-motivated style with demonstrated ability to lead others
• High level of computer skills including MS Office software
• Ability to prioritise workload and manage expectations under pressure
• Resilience to thrive in a demanding and rapidly changing environment
• Ability to build and foster interdepartmental relationships
• A 3rd level qualification to Degree level while helpful is not essential, and a strong work record will be taken into consideration
• Ability to align with “The Netwatch Way”.
• Comfortable with regular travel to our Carlow offices
Other Requirements
Available to work on a 4 Days on, 4 Days off shift rota 365 days per year – Core hours starting time between 1pm-4pm. Hours may vary depending on business needs.
