Control Room Shift Manager - Cape Town

Main Purpose Of Job

The aim of a Control Room Supervisor is to make sure his/her shift is managed in a professional way.

Qualification & Experience

• Matric
• Grade C PSIRA Registered
• Monitoring Centre supervisory experience

Job Requirements & Other Attributes

• Computer Literate (MS Office, advanced Excel, PowerPoint)
• Listener experience advantageous
• Bilingual (English & Afrikaans)

COMPETENCIES

(TECHNICAL & BEHAVIOURAL)

• Action oriented
• Conflict management
• Customer focus
• Delegating responsibility
• Developing others
• Drive for results
• Quality orientation and work standards
• Stress tolerance
• Tenacity
• PERSONNEL
• Ensuring the welfare of the staff
• Training of control room personnel to required standards
• To maintain a high level of discipline on shift
• All disciplinary actions
• Performance bonuses of personnel to be updated and available weekly
• Assisting HR with conducting interviews of potential candidates for employment
• To ensure the safety of all personnel on the shift
• Mentoring/coaching/assisting staff to continuously better themselves
• Take direct responsibility for the shift
• Ensure work is done in accordance with company rules and procedures
• Ensure all workstations are performing their duties
• Ensure all instructions are carried out
• Ensure that daily reports are done
• COMPUTERS AND EQUIPMENT
• Report and ensure repair of any defaults
• Check and report all faults on telephone and communication lines
• Full inspection and power simulation of entire control room
• Perform routine inspections
• Report and repair any defaults
• CLIENT LIAISON
• Keeping a diary
• Daily update to monitoring centre management on complaints
• Liaising with the different managers to ensure swift complaint resolution as a team
• Telephonic assistance with any problems or complaints
• Aim 1st call resolution
• Dealing with extreme and complex complaints
• Written correspondence to clients
• Client retention
• Kemsley report follow ups
• Escalation of potential claims
• Keeping record of complaints
• Loading complaints on customer sat
• Identify and report trends to Monitoring centre management
• Work closely with the different departments to ensure proper and excellent customer service
• Updating of client information i.e. Holiday instructions/address and other changes
• Reporting of any faulty alarm systems to technical for booking
• ADMINISTRATION
• Keeping of a diary
• Keeping record of all complaints
• Keeping record of all and any disciplinary action taken for the Monitoring centre as a whole
• Composing and compiling reports (daily/weekly/monthly
• Arranging schedule for leave (annual/sick/compassionate/study)
• Time sheets and booking overtime as required
• GENERAL
• Assisting the Control Room Manager and Area Managers with:
• Handling of classified information
• Dealing with complex and extreme complaints
• Compiling and printing of documentation
• Clients profiles and process reports
• Investigate incidents that resulted in complaints or sub-standard customer service
• Detailed investigations with voice recordings etc.
• To have expert knowledge about all facets pertaining to the company
• Ensuring that all fire equipment are serviced
• Keeping record of all fire equipment checks and drills
• Testing the generator on a weekly basis
• Attend all required meeting and training sessions
• STANDARD OPERATING PROCEDURES
• Standing Operating Procedures must be upheld
• Radio procedures must be strictly adhered to
• Evaluating of staff to ensure that the Big 5 is upheld
• Keeping absenteeism and staff turnover levels at a minimum
• Maintaining agreed upon targets
• Ensure that service standards are upheld
• ADHOC
• Assisting with other ad-hoc tasks, analysis and projects as and when required
• Manage time efficiently
• Ability to work under pressure

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful