Necc Shift Supervisor X 2 Positions

1 week ago

Randburg, 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 12.
- 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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