Monitoring Centre Lead

**JOB DESCRIPTION**

**DEPARTMENT**: MONITORING CENTRE

**POSITION**: LEAD MONITORING CENTRE ASSOCIATE [MONITORING CENTRE SUPERVISOR (MCS)]

**INCUMBENT**:
**REPORTS TO**:
***

MANAGER I, MONITORING CENTRE

**SUBORDINATES**:
MONITORING CENTRE ASSOCIATES

**INTERNAL CLIENTS**:

- Management
- Operations functions
- Residential Business
- Commercial Business

**EXTERNAL CLIENTS**:

- Clients

**QUALIFICATION & EXPERIENCE**:

- Matric
- Grade B PSIRA Registered
- Monitoring Centre supervisory experience is critical
- Junior Management Course/Supervisory Program
- Successful completion of Disciplinary Code
- Successful completion of Trauma Debriefing course

**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

- Computer Literate (MS Office, intermediate Excel, PowerPoint)
- Listener experience essential
- Good communication in English

**COMPETENCIES**

**(TECHNICAL & BEHAVIOURAL)**
- Action oriented
- Conflict management
- Customer focus
- Delegating responsibility
- Developing others
- Drive for results
- Quality orientation and work standards
- Stress tolerance
- Tenacity

**MAIN PURPOSE OF JOB**:
***

The aim of a Lead Monitoring Centre Associate is to make sure his/her shift is managed in a professional way.

**KEY PERFORMANCE**

**AREAS**

**DUTIES**

**PERFORMANCE STANDARDS**
- **
SHIFT MANAGEMENT**
- Holding of inspection parades
- Ensuring the welfare of the staff
- Training of Monitoring Centre personnel to the required standards
- Communicate all Toolbox talks with shifts.
- To maintain a high level of discipline on shift
- Handle disciplinary actions
- Update daily attendance register and submit it to CMC Administrators
- To ensure the safety of all personnel on the shift
- Ensure full staff compliment in Monitoring Centre
- Mentoring/coaching/assisting staff to continuously better themselves
- Take direct responsibility for the shift
- Ensure work is done in accordance with company rules and procedures and in line with agreed performance targets.
- Ensure constant monitoring and action of performance dashboards.
- Ensure all instructions are carried out
- Ensure that reports are done
- Ensure that all QA standards both the Incidents and Primary Centre are maintained and relevant coaching and feedbacks are completed.
- Ensure QA assessments are completed as per QA matrix.
- Ensure inspections are conducted correctly
- Ensure SOPs are adhered to at all times- Ensure all disciplinary paperwork reaches CMC Admin Staff in time
- Ensure interviews are conducted along with HR
- Ensure safety regulations are adhered to at all times
- Manage rosters accurately
- Maintain service levels at all times
- QA results to be maintained at the required rate: Primary Centre 93% & Incidents 85%

(Subject to change according to yearly adjusted Targets)

**2. **COMPUTERS AND EQUIPMENT**
- Perform routine inspections on computers/monitoring equipment
- Report and ensure repair of any defaults
- Check and report all faults on telephone and communication lines
- Ensure inspections are monitored according to SOP’s
- Ensure Continuity Reports are accurate and submitted on time
- **
CLIENT LIAISON**
- Telephonic assistance with any problems or complaints
- Updating of client information i.e. Holiday instructions/address and other changes
- Ensure reporting of any faulty alarm systems to technical/signal management or Contact Centre for booking
- Ensure complaints are handled professionally
- Ensure records are accurate and up to date
- Ensure reports are accurate and on time
- **
ADMINISTRATION**
- Chair of shift meetings
- Composing and compiling reports (daily/weekly/monthly)
- Ensure reporting all relevant information into the OB Book
- Ensure that the Awaiting Feedback check report is completed and filed by yourself, supervisor/s and successors
- Ensure that your stick to a strict year planners according to the operational requirement
- Time sheets and booking overtime as required
- Ensure reports are accurate and on time
- **
GENERAL**
- Assisting the Monitoring Centre Manager and Area Managers with:

- Handling of classified information
- Dealing with complex and extreme complaints
- Compiling and printing of documentation
- Clients profiles and process reports
- To have knowledge about all facets pertaining to the company
- Attend all required meeting and training sessions
- Be available during off periods to ensure Management can reach you for any problems
- Standby/overtime if scheduled staff do not arrive for duty
- Complete all necessary paperwork of terminated staff
- Attend to all people management issues, including all HR related issues as well as staff development
- Identify training and development needs among staff and coach accordingly
- Ensure complaints are handled professionally
- Ensure documents are compiled accurately
- Ensure profile reports are accurate
- Ensure you are available on standby at all times
- To ensure the Monitoring Centre, Bathroom, Kitchen and Pause Area are to be clean and tidy at all times