Control Room Officer at SBV Services (Pty) Ltd.

Key Performance Areas (KPA's)

Build and maintain internal and external stakeholder relationships

• Keep customers informed in terms of team arrivals via telephone and/or email.
• Communicate all relevant information to the Team Controller: Logistics in accordance with Control Room SOPs
• Adhere to agreed radio procedures.
• Verify that all Control Room equipment and programs are in working condition and report all faults to Team
• Controller: Logistics.
• Record all client calls by completing a call log register.

Assist with the maintenance of Risk Management

• Liaise with the Risk Department to obtain comprehensive information regarding incidents and report all incidents to the relevant manager at the centre immediately.
• Adhere to SBV Risk Business Continuity plans as indicated by the Risk Department.
• Maintain accurate records of all panic activations, including time and place

Adherence to Control Room procedures/SLA

• Advise clients in advance of deliveries/collections ETA’s and special services according to SLAs and SBV procedures.
• Monitor that all runs within your centre follow the planned routes versus actual Route Execution / Route Compliance.
• Monitor and report all exceptions on planned routes, including, but not limited to time and KM’s.

Execute customer route hit rate by relocation and adjusting customer geo-fence on system accordingly.

• Verify that delivery targets are met according to SLA, adjust geo-fence on system and escalate any deviations or discrepancies.
• Monitor that all routes depart from the base on time, escalate late departures to the relevant stakeholders and provide recommendations for rectification.
• Monitor and update the system on live client turnaround times and provide recommendations to improve turnaround times.
• Identify process delays relating to client’s turnaround time and escalate to the relevant stakeholders
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with       the standard.
• Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Drive the organisation culture

• Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.

Lead as an Ambassador and executor of Change

• Act as a change management architect in periods of change to ensure business continuity.
• Manage the integration of business units into a seamless end to end solution for customers.
• Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/ concerns to the SME’s (subject matter experts) when required.
• Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.

Requirements
Minimum Requirements: Work Experience

• 2 years’ control room experience
• Call centre experience: Advantageous

Minimum Requirements: Education

• Grade 12

Special Training or Requirements

• PSIRA registered Grade C Control Room Operator
• Computer Literate