Control Room Shift Manager
6 days ago
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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
- Administrative / Management jobs
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