Head of Command
4 days ago
**We're looking for**
An experienced, innovative and professional individual to join our team as a Control Room Manager
**Who are you?**
- Forthright but respectful
- You are an expert at doing, who can not only design but also execute
- An analytical thinker with a solution orientated attitude
- You are business SMART and able to think about problems from a business perspective using technical and product input
- You are curious and challenge the status quo
- You are innovative and enjoy interaction
- Good with technology and IT skills within a security or emergency control room environment
- Healthy working relationship with people
- Must be able to compile statistics, interpret them and based on the outcomes, improve performance of control room as well as the SOP's.
- Ability to communicate with C-suite management and various other managers
- Knowledge of security principals
- Ability to draft and manage budgets
- Attention to detail and thrives under pressure
- Ability to write reports and review incidents
- Ability to prepare detailed reports in excel on performance of control room and present them
- Must be hands on and have a preventative mind-set
- Strong organizational and prioritization skills
**What's the role?**
**You will be responsible for**:
- Managing the delivery of an effective control room 24/7
- Executing service effectively and the delivery of operational KPI's
- Managing staff efficiently in a control room environment
- Deal with emergency calls and situations promptly and effectively
- Ensuring operating systems are functioning correctly and are fit for purpose, troubleshooting and organizing for corrective action while at the same time mitigating any risk to the company
- Ensuring the efficient and correct system / equipment use of systems by staff
- Developing systems and procedures to streamline performance of staff and systems
- Proper planning and implementation of new systems and procedures
- Ability to provide prompt feedback on complaints with utmost detail
- Providing reports and recommending process improvements where needed
- Ensure client complaints are kept at a minimum through immediate action
- Develop training curriculum for new staff and routine training for all staff where necessary
- Managing and executing discipline with staff promptly
- Ensure that the correct client to staff ratio is in place (Maintain or create a formula to know the amount of staff required to run an efficient and high standard control room based on certain key stats and service levels)
- Providing timeous feedback on investigations
- Developing and maintaining the control room operations manual that supports all operations, updating when required and formulating and implementing security policy and procedures
**Boxes to tick**
- Matric certificate
- Security qualifications and operational experience essential
- PSIRA registered
- University degree - advantageous
- At least 5 years' experience in a managerial position
- At least 3 years' experience in managing a control room or other emergency call centre
- Operational Security experience - advantageous
- Fully competent with the following software:
- Listener
- Online intelligence
- Milestone
- Agent VI - Innovi
- Microsoft : PowerPoint, Excel, Word
- Extensive knowledge of LPR
- Extensive knowledge of CCTV camera systems
- Ability to configure Listener System (configure the system)
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