Call Centre Operator

4 weeks ago

Midrand, South Africa Fidelity Services Group Full time

**Requirements**:
**1.1)** Matric certificate or equivalent qualification.

**1.2)** Basic Life Support (BLS) qualification or First Aid Level 3 would be advantageous

**1.3)** Experience in: Fire **or** Medical **or** combined service in an operations call centre.

**1.4) **Fully computer literate (Outlook, Excel, Word, What’s App) and has the ability to work their way around and understand when being taught how to use other software programs

**1.5) **Has at least 2 years Control Room environment experience actively working as an Operator or evidence of such.

**1.6) **No criminal record (This will be verified)

**1.7) **Reliable and has sober habits.

**1.8) **Contactable references.

**1.9) **Preferably resides close to Midrand and surrounds.

**1.10) **Own transport or means of reporting for duty without delay.

**2) Skills & Competencies**

**2.1)** Behavioural Competencies

**2.2)** Critical Thinking

**2.3)** Self-discipline

**2.4)** Active Listening

**2.5)** Complex problem solving

**2.6)** Good planning and organizing skills.

**2.7)** Excellent telephone/radio, and computer skills

**2.8)** Excellent Observation and reporting skills

**2.9)** Good speaking skills, with clear pronunciation

**2.10)** Good judgment and communication skills with colleagues and responding staff.

**2.11)** Good administrative skills.

**2.12)** Should be able to interact with people in various emotional states

**2.13)** Ability to work efficiently under pressurized circumstances

**2.14)** Ability to record and process information accurately using computer skills

**2.15)** Must be able to effectively read maps and be familiar with surrounding areas

**2.16)** Ability to work as part of a team

**2.17)** Ability to work independently and with own initiative.

**2.18)** Motivated, effective and consistent personality

**2.19)** Excellent English written and verbal communication skills.

**2.21)** Ability to organize and coordinate work.

**2.22)** High degree of flexibility (working in changing environment)

**2.23)** Ability to focus and maintain concentration for extended periods of time.

**2.24)** Ability to accept constructive feedback regarding work performance.

**3) Responsibilities**

**3.1)** Promptly answers all incoming emergency calls, collects pertinent information from the caller, enters the required information into the CAD system.

**3.2)** Studies, maintains familiarity with major streets, roads, public buildings, industrial plants, and the general geographic location of cities and landmarks

**3.3)** Ask vital questions to interpret / interrogate, analyze and anticipate the caller’s situation to resolve problems, provide information, dispatch emergency services, provide pre-arrival instructions or refer callers to other public emergency agencies.

**3.4)** Deliver on time communication to crews and partners

**3.5)** Maintain communication with dispatched units and update them.

**3.6)** Maintains and projects a positive professional attitude with the public and other professionals.

**3.7)** Creates and maintains accurate and well-organized records for documentation and retrieval purposes.

**3.8)** Performs other related duties as assigned by Supervisor or Manager.

**3.9)** Maintains confidentiality of all information.

**3.10)** Review of performed works end of week.

**4) Additional Information**

**4.2)** Please ensure to attach your most updated versions of these documents as they will be used for shortlisting purposes.

**_
**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._

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