Operator: National Emergency Control Centre

4 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001191

**Listing status**: Online

**Position summary**:
**Industry**:Telecommunication Services**Job category**:Telecommunication and Mobile Systems**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
Tracker requires the services of a talented and experienced Operator: National Emergency Control Centre to facilitate and coordinate the reporting of activations and verifications on a national basis to ensure quick reaction time of operational staff and the police to optimise vehicle recovery to the satisfaction of clients.

**Job description**:
**Key roles and responsibilities**:
**Conduct Control Centre Duties and Functions**
- Provide effective emergency control centre services that ensures team and agent level response times are successfully achieved, as per the agreed strategic objectives and targets.
- Take all actions that will enhance the Customer Service experience.
- Receive inbound emergency calls from Tracker clients in a professional manner.
- Activate and action events in accordance with all NECC policies and procedures.
- Adhere to the provisions of the SAPS MOU & SOP (standard operating procedure).
- Co-ordinate and facilitate recovery activities nationally, as per the relevant SOPs.
- Liaise with SAPS, Law Enforcement and Private Security Industry partners, Provincial Operational Managers and LELO’s to ensure proper and effective response and recovery of activated vehicles.
- Provide thorough and detailed feedback to Tracker clients as and when required.
- Log the information on the relevant system as per approved standard operating procedures (SOPs).
- Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
- Identify callers by means of set authentication rules.
- Provide relevant stakeholders with continuous feedback as and when required.
- Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
- Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
- Follow up with role players to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
- Escalate details of dissatisfied clients to management.
- Execute the required emergency control centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.

**Optimise Availability and Drive Data Integrity** Ensure that all service level standards and regulations are strictly always adhere to.
- Ensure that emergency control centre agent availability is optimised to drive the achievement of agent and team level service targets.
- Contribute towards the continuous improvement of the department’s agent availability metrics.
- Ensure that all data-input regarding activations, verifications and recoveries is accurate and correct, as per agreed quality and time standards.
- Ensure that all quality standards are met in the execution of every control centre activity within the NECC operational requirements.
- Adhere to all relevant policies and procedures.
- Compile inspection reports on unresponsive vehicles and share with the relevant role players timeously.
- Report any deviations from procedures/processes to the Supervisor.

***

**Relationship Management and Liaison**
- Ensure ongoing professional liaison with Tracker departments and service providers to ensure that the policies and procedures are fully adhered to and service standards are maintained.
- Engage in regular communication with NaVICC, SAPS HQ & all Provincial SAPS as and when required.
- Provide non-recovery feedback to relevant stakeholders as per the approved SOPs.
- Provide regular updating of LELO / SAPS with regards to activated vehicles.
- Provide required feedback and assistance with regards to client complaints and query resolutions.

**Minimum requirements**:
**Qualifications, experience and competencies required**:

- Grade 12/Matric or Equivalent at NQF Leve 4
- Essential: 3 Years relevant experience in the field of emergency control centre operations.
- General vehicle tracking industry knowledge.
- Any law enforcement experience is advantageous.
- Excellent communication skills (especially verbal) in English and one or more SA official languages
- Computer Literacy (MS Office)
- PSIRA Grade C certification
- Must be willing to work shifts.
- Must be aware of the POPI Act.
- General vehicle tracking industry knowledge.
- Working knowledge of operational radio communication use and procedures
- Self-Leadership
- Results orientation
- Customer service orientation
- Strong problem-solving skills
- Sound analytical capabilities

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