Control Room Manager
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Introduction
Duties & Responsibilities
The Control Room Manager will oversee the daily operations of our 24/7 Emergency Control Room, ensuring effective staff management, shift planning, overtime, leave schedules, training and performance management. The role involves preparing daily and monthly reports, monitoring service levels, providing quality assurance coaching, and ensuring that staff follow company policies and procedures.
The successful candidate will also handle escalated client queries and complaints, ensure cases are managed without delays, and maintain excellent communication with clients and internal departments. This role requires a hands-on leader who can work under pressure, manage a team effectively, and ensure professional, reliable service is maintained 24 hours a day, 7 days a week.
Desired Experience & Qualification
- Grade 12 / National Senior Certificate.
- Completed degree or equivalent qualification in Call Centre Management.
- PSIRA Grade A
- Valid Driver’s License
- Excellent communication & interpersonal skills
- 2 years Emergency Call Centre experience
- 2-5 years Call Centre Management experience
- Previous experience managing a 24/7 operation and shift-based teams.
- Vehicle Tracking Experience – advantageous
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