Monitoring Control Centre Operator

2 weeks 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 Control Centre Operator within the 24HR Critical Services to provide professional call centre services aimed at calling clients to confirm safety after receiving monitored signal alerts from various tracking units.

**Job description**:
**Control Centre Duties and Functions**
- Provide effective control centre services as per the agreed strategic objectives and targets.
- Log the information on the relevant system as per approved standard operating procedures (SOPs).
- Handover unconfirmed signals to the National Emergency Control Centre (NECC) for verification
- 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 representatives to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
- Escalate details of dissatisfied stakeholders to management.
- Execute the required call 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**
- Ensure that all service level standards and regulations are strictly always adhered to.
- Ensure call readiness and available to service customers / clients.
- Contribute towards the continuous improvement of the department’s availability metrics.
- Ensure that all quality standards are met in the execution of every control centre activity within the MCC operational requirements.
- Adhere to all relevant policies and procedures.
- Report any deviations from procedures/processes to the Supervisor.

**Adhereance to Call Quality**
- Provide effective control centre services that ensure all Quality Assurance standards and regulations are sufficiently maintained at all times.
- Ensure strict adherence to all agreed business rules as they pertain to all control centre duties and functions to provide excellent customer service on a continuous basis.
- Contribute towards minimising the risk profile of Tracker within the control centre by executing all duties in strict adherence to all relevant standards and regulations, as well as taking proactive measures where possible to reduce risk overall.
- Ensure that all quality metrics and standards are prioritised in call centre duties to contribute towards achieving customer experience strategic objectives.

**Minimum requirements**:

- Matric/Grade 12 or Equivalent Qualification at NQF Level 4.
- ** Essential**: 2 years of Call Centre experience.
- PSIRA Grade C certification - **Desirable**:

- Must be willing to work shifts and standby.
- Must be aware of the consumer POPI Act
- Reliable mode of transport
- Language Proficiency (English and one or more South African official languages)
- Analytical
- Ability to multitask.
- Sound communication skills at all levels
- Collaborative and consultative style
- Planning, organising and control capabilities
- Assertiveness and decisiveness capabilities
- Professionalism
- Results driven
- Conflict management and negotiation capabilities
- Ability to work independently
- Ability to work in a team
- Ability to work/manage under pressure
- High degree of emotional intelligence
- Resilience
- Basic change management skills



  • 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...

  • Monitoring Control Centre Operator x4

    Found in: beBee S ZA - 3 weeks ago


    Gauteng, Randburg, South Africa Tracker Connect Ltd Full time

    Tracker Connect Ltd’s job vacancy, Career and Recruitment Job title : Monitoring Control Centre Operator x4 jobs in Gauteng Job Location : Gauteng, Randburg Deadline : May 02, 2024 Quick Recommended Links Jobs by Location Job by industries Job description Key roles and responsibilities:    Control Centre Duties and Functions Provide effective...


  • 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:...


  • 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...


  • Randburg, South Africa SVA Holdings (Pty) Ltd Full time

    **Job description** **Specific Duties to Be Performed**: 1. Monitor CCTV operational processes. 2. Monitor all cameras in Control Room. 3. Monitor and observe staff movement and procedural compliance. 4. Time based CCTV monitoring template to be completed by the Operator at set time intervals confirming the JD and monitoring requirements of each camera. 5....

  • Data Centre Technician

    Found in: Talent ZA C2 - 3 weeks ago


    Randburg, South Africa Telebest Full time

     Our client has an opportunity available for a Data Centre Technician based in Randburg.Requirements:Qualification or related qualification in Facilities Management, Property Management, Project Management or Operations Management.Matric certificate.Valid South African driver’s license.3 years relevant experience in Hospitality, Customer Facing Service...

  • Supervisor Network and Monitoring

    Found in: Talent ZA 2A C2 - 3 weeks ago


    Randburg, South Africa Staff Unlimited Recruitment Pty Ltd TA MPC Recruitment Group EC Full time

    IntroductionOur client requires the services of a Supervisor Network and Monitoring in our Technology Department. The successful candidate will be responsible to manage and ensure that the systems are operational at all times and manage first line user support afterhours.Job descriptionMeasure adherence to SLA for internal/external customers.Report to...

  • Supervisor Network and Monitoring

    Found in: Talent ZA C2 - 3 weeks ago


    Randburg, South Africa Staff Unlimited Recruitment Full time

    IntroductionOur client requires the services of a Supervisor Network and Monitoring in our Technology Department. The successful candidate will be responsible to manage and ensure that the systems are operational at all times and manage first line user support afterhours.Job descriptionMeasure adherence to SLA for internal/external customers.Report to...

  • Call Centre Manager

    2 days ago


    Randburg, South Africa BluTrain Group Full time

    **Basic requirements and experience**: - Matric - Completed RE5 (added advantage) - Full FAIS Accreditation - Must come from an Insurance background - Must have Banking experience (ABSA, FNB, Standard Bank) - Must have Outbound and Predictive Dialer experience - 3+5 Years' Call Centre Management Experience **Knowledge and Skills** - Experience in planning...


  • Randburg, South Africa Thanda Human Capital Full time

    Experience required is minimum of 1 year plus experience in call centre environment (advantageous experience within international call centre) Matric is not negotiable Excellent command of the English language as you will be dealing with American clients **Salary**: R36 p/h (nightshift allowance of R500 will be included if you work...

  • Operations Manager

    4 days 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...

  • Operations Head

    4 days ago


    Randburg, South Africa FirstRand Full time

    Job Description To actively contribute to the achievement of key business objectives through effectively managing of all operational aspects within a Division - Establish, align and manage target and budget goals for the Business Unit, whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency - Achievement of net...


  • Randburg, South Africa Wild Peacock Products Full time

    **Key Responsibilities**: - **Supply Chain Management**: - Manage the entire supply chain process, including receipt, storage, and timely delivery to customers. - **Production Planning**: - Develop and implement production plans to maximize efficiency and minimize costs. - **Quality Control**: - Ensure products meet or exceed quality standards; address...

  • Operations Manager

    2 days ago


    Randburg, South Africa FirstRand Full time

    Job Description To effectively manage and oversee all operational aspects in the achievement of the business objectives in the Commercial Credit Team. Focus areas of the role include managing OCS queues for misaligned accounts and updating the Mandate system to taking direct responsibility for key credit projects or providing sign off or support for...


  • 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 - Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service -...

  • Call Centre Agent-2

    5 days 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 - Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service -...


  • 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...

  • Chief Operations Officer

    Found in: beBee jobs ZA - 2 weeks ago


    Randburg, Gauteng, South Africa Rand Mutual Full time

    Rand Mutual's job vacancy, Career and RecruitmentJob title : Chief Operations Officer – Parktown jobs in GautengJob Location : Gauteng, RandburgDeadline : May 22, 2024Quick Recommended LinksJobs by LocationJob by industries WHAT WILL YOU DO?Growing a Business of Significance – Operational Strategies and PlanningDevelop, align, and implement strategic...


  • 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...

  • Resource Planner

    6 days ago


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

    Resource Planner - JHB North Resource Planner required in the Customer Experience Operations Department of a Randburg-based company. Responsible for daily Aspect WFM updates and administration, intraday processes, agent scheduling and call/staffing and results forecasting to maintain Service Level Objectives and maximise the efficiency of the Customer...