Control Room Coordinators

2 weeks ago


Parow, South Africa Thintela Group Full time

**PLEASE NOTE**:
**Purpose of The Job**

To provide quality and efficient customer service to clients and in-field staff through the daily management of a team of customer service consultants, which includes delivery of key performance outcomes, productivity, and full HR/IR function.

The Control Room Coordinator is primarily responsible for the virtual management of a complete shift of deployed staff on duty, according to a predetermined set of standards to satisfy the client requirements within the parameter of the business. The Control Room Coordinator is responsible to lead the team of Operators in effectively dealing with customer service matters and query resolution.

**Essential Functions**:
Provide daily direction and communication to staff and clients so that customer service calls are answered in a timely, efficient, and knowledgeable manner.

Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both staff and clients.

Act as a point of escalation to deal with Control Room issues that come up.

Is available for employees who experience performance problems, providing appropriate corrective action.

Ensure employees have appropriate training and other resources to perform their jobs and that staff are continually evaluated against required performance standards.

Create and maintain a high-performance competitive work environment so team members are motivated to perform at their highest level.

Assist the Operation Manager with daily operation of the contact room to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

Actively participate in projects where you are nominated as part of the team.

It is your responsibility to ensure that event-based information is effectively gathered, analyzed and distributed throughout all levels of the business and client contracts.

The compilation of detailed and accurate shift and event-based reports to management.

**Required**:
**PSIRA REGISTERED**

2-5 years of control room management experience in a similar role

Experience in CR, Control Room Systems - hardware and software

Experience in Hik Vision and Patriot Alarm Monitoring Application

Intermediate to advanced MS Excel, Work and PowerPoint Skills.

Strong communication, control, and management.

Strong problem-solving, analytical, and organizational skills.

**Salary**: R10 000,00 - R15 000,00 per month



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