Control Room Shift Manager

6 days ago


Cape Town, Western Cape, South Africa Fidelity Services Group Full time
Job title : Control Room Shift Manager - Cape TownJob Location : Western Cape, Cape TownDeadline : April 18, 2025Quick Recommended Links
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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
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