Necc Shift Supervisor X 2 Positions

2 weeks ago

Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001059

Listing status:
Online

Position summary:

Industry:

Call Centre Industry
Job category:Supervising
Location:Randburg
Contract:Permanent
EE position:Yes
Introduction:

Job description:

  • Display the ability to work in a highly pressurized and stressful environment.
  • Have a thorough and clear understanding of the nature of the Department and the services offered by Tracker.
  • Contribute towards ongoing enhancements within the Department.
  • Ensure an above average customer experience.
  • Manage and take responsibility for all processes and procedures whilst on duty.
  • Ensure that all SOP's, SLA's, and MOU's are adhered to at all times.
  • Supervise and develop the operators in their direct environment.
  • Be assertive, organised, and disciplined at all times.
  • Monitor inbound emergency calls and ensure that the response and recovery processes flow smoothly.
  • Take ownership of customer queries, complaints and/or escalations and provide feedback to the customer and NECC Manager as required.
  • Ensure that all administrative and shift duties are accurately completed at the end of each shift.
  • Analyze the daily recovery statistics and activities and share identified trends and/ or patterns with fellow Shift Supervisors and the NECC manager.
  • Promote, build, and maintain teamwork and social cohesion within the environment and across shifts in the NECC.
  • Build and maintain relationships with internal and external customers and partners.
  • Meet all specified daily, weekly, and monthly targets.
  • Manage the team and individual performance by completing KPA's, Quality Assessments, etc.
  • Display the ability to manage and control emergency situations within the environment and relating to traumatized customers.
  • Liaise with Tracker recovery personnel, recovery partners and the SA Police Service.
  • Ensure accurate capturing of all information relating to response and recovery by NECC staff.
  • Navigate and utilize multiple systems during the daily activities of the Department as well as during the activation, tracking and recovery process.
  • Ensure Customer Service Standards are maintained, and queries are resolved in a professional manner, aligned to Tracker's principles and values.
  • Ensure that uninterrupted inbound and outbound services are provided to internal and external customers.
  • Report all deviations to the NECC Manager.

Minimum requirements:

  • Matric / Grade 1
  • Valid driver's license and own reliable transport.
  • Above average general communication skills (verbal and written).
  • The ability to communicate fluently in English (verbal and written).
  • Computer literacy and excellent typing, written and analytical skills.
  • Good organizational skills.
  • Display the desire to help others especially customers (customer experience).
  • Emotionally mature and above average intelligence with good interpersonal and communication skills.
  • Proven ability to remain calm under stressful conditions and / or situations.
  • Have an above average knowledge of the layout and mapping of South Africa.
  • Demonstrated ability to achieve measurable goals.
  • At least 2 years in a leadership role (junior to middle management level).
  • Willing to work 12 hour shifts with standby and overtime as required.
  • PSIRA registration or the ability to obtain it within a prescribed period.

The following will serve as an advantage

  • Qualifications in the field of Criminology or Law Enforcement.
  • Experience in a Call Centre or Emergency Control Centre environment
  • Police, Law Enforcement or Emergency Services experience.

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