Operator: National Emergency Control Centre

7 months ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001093

**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

  • National Emergency Control Centre Operator

    7 days ago

    Randburg, South Africa Tracker South Africa Full time

    **Position Summary**: **Industry**:Call Centre Industry**Job category**:Call Centre and Telesales**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: **Job description**: **KEY RESPONSIBILITIES** - Accept inbound-emergency calls and ensure that the response and recovery process flow smoothly and in...

  • Shift Supervisor

    7 months ago

    Randburg, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    Shift Supervisor - National Emergency Control Centre - Randburg Minimum Requirements: - Essential: Higher Certificate in Law Enforcement, Criminology, Customer Service or a related field at NQF Level 5 - Advantageous: Graduate or Post Graduate Qualifications in the field of Criminology and/or Law Enforcement at NQF Level 6. - Essential: Five years’...

  • Monitoring Control Centre Operator

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001131 **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 Monitoring...

  • Monitoring Control Centre Operator X4

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001119 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**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 Monitoring Control...

  • Operator IT Command Centre Shift

    7 months ago

    Randburg, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...

  • Monitoring Control Centre Operator

    2 weeks ago

    Randburg, South Africa Tracker South Africa Full time

    **Position Summary**: **Industry**:IT & Internet - **Job category**:Call Centre and Telesales**Location**:Randburg - **Contract**:Permanent**EE position**:No**Introduction**: **Job description**: **Roles and Key Responsibilities** - Effective customer liaison and query resolution - Excellent listener, able to analyse and interpret information - Accurate and...

  • Call Centre Supervisor

    2 weeks ago

    Randburg, South Africa Shoprite Group Full time

    **Purpose of the Job**: - To support and coordinate the functions of the business from call centre perspective. - All aspects of overseeing Call Centre Agents. - Management of service levels within the Call Centre environment. **Job Objectives**: - Scheduling of shifts - Dealing with client/customer queries - Responsible for giving relevant feedback to...

  • Analyst Integrated Command Centre

    5 days ago

    Randburg, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...

  • Data Centre Lead

    2 months ago

    Randburg, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job...

  • Security Operations Centre Analyst Iii

    4 days ago

    Randburg, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - Lead a team of Security Operations Centre Analysts to protect the organization by pro-actively monitoring for cyber security incidents. This...

  • Monitoring Control Centre Operator X 1 Position

    2 weeks ago

    Randburg, South Africa Tracker South Africa Full time

    **Position Summary**: **Industry**:IT & Internet **Job category**:Call Centre and Telesales **Location**:Randburg **Contract**:Permanent **EE position**:No **Introduction**: **Job description**: **Roles and Key Responsibilities** - Effective customer liaison and query resolution - Excellent listener, able to analyse and interpret information - Accurate...

  • Operations and Team Leader

    2 weeks ago

    Randburg, South Africa StaffCentral Consulting Full time

    **Job Duties/Responsibilities will include**: Manage operations and teams - hourly, daily and monthly KPIs Hiring, training, coaching, and leading call centre & sales representatives as they provide support for customers Maintain and grow existing relationships with clients Contribute to improving our current products and services Actively seek out and...

  • Operations Manager

    7 months ago

    Randburg, South Africa BluTrain Group Full time

    We are looking for a qualified and experienced Operations Manager to join our dynamic team at our Randburg Offices. To lead, manage and ensure effective and efficient day-to-day operations of the Outbound Sales Call Centre focused on marketing credit card sales. **Required Minimum Education / Training** - Relevant degree (essential) - RE5 (Added...

  • Call Centre Agent

    3 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met. Hello Future Call Centre Agent Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make...

  • Csc Contact Centre Manager

    2 months ago

    Randburg, South Africa FirstRand Full time

    Job Description The Contact Centre Manager is responsible for ensuring quality service delivery within the contact centre environment to both external and internal customers using resources in the most efficient way possible Provides leadership, mentoring and coaching to team members Management skills are essential to manage and develop staff - Ensures...

  • Senior Operator

    3 days ago

    Randburg, South Africa Tracker South Africa Full time

    **Position Summary**: **Industry**:IT & Internet**Job category**:Call Centre and Telesales**Location**:Randburg**Contract**:Permanent**EE position**:Yes**Introduction**: **Job description**: **Roles and Key Responsibilities**: - Capacity to plan, organise and control own work environment to achieve all objectives, and daily targets. - Working totally...

  • Data Centre Technician

    3 days ago

    Randburg, South Africa Bidvest Facilities Management Full time

    **ROLE PURPOSE** To implement and manage an effective maintenance system within customer facilities and ensure SLA delivery. To develop, manage, and maintenance standards for the operations, asset care and maintenance of equipment. **MAIN OUTPUTS** - Maintain Preventative Maintenance (PM) schedules in accordance to the SLA for all equipment and services. -...

  • Data Centre Technician

    1 day ago

    Randburg, South Africa Bidvest Facilities Management Ltd Full time

    ROLE PURPOSE To implement and manage an effective maintenance system within customer facilities and ensure SLA delivery. To develop, manage, and maintenance standards for the operations, asset care and maintenance of equipment. MAIN OUTPUTS Maintain Preventative Maintenance (PM) schedules in accordance to the SLA for all equipment and services. Develop and...

  • Maintenance Supervisor

    7 months ago

    Randburg, South Africa Ability Recruitment Full time

    **Job Information**: Industry **Real Estate/Property Management*** Work Experience **4-5 years*** Salary **420000*** Currency **ZAR*** City **Randburg*** Province **Gauteng*** Country **South Africa*** Postal Code **2194** Ensure all relevant building maintenance items are timeously resolved in a safe and adequate manner. Maintenance...

  • Security Operations Centre Analyst D1

    2 weeks ago

    Randburg, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - To protect the organisation by pro-actively monitoring for cyber security events. This includes the identification, analysis, triage and...