Control Room Operator (Sun City) at Sun International

Description

Job Purpose

• The Control Room Operator will be responsible for the active communication, administration and monitoring of the transport services throughout the Sun City Resort and surrounding vicinity, ensuring the timeous dispatch of vehicles and the ongoing surveillance of vehicles to maintain and/ or improve customer experiences and control transport risk and compliance in line with Sun International standards and legislative requirements.

Key Performance Areas

• Review the arrival and departure lists daily and understand special requirements
• Log booking requests received from hotel and airports and complete spreadsheets to facilitate timeous delivery of transport services
• Publish and communicate transport bookings requests received from Fleet Management daily, via internal to the resort in line with service offerings
• Monitor bus stops for volumes of guests requiring transport, guests waiting times, etc.
• Dispatch drivers in line with requests and schedules by means of radioing and active screen monitoring
• Receive and route incoming calls and deal with transport related queries accordingly
• Alert management on technical issues and problems experienced with system/monitoring equipment for resolution
• Review video footage relating to incidents, queries and variances and provide feedback to management
• Monitoring cameras at bus stops and report and escalate any irregularities noted from video surveillance
• Relay vital information when conducting a shift hand-over to ensure service delivery and operational continuity
• Report on transport incidents and accidents as and when they occur, to ensure safety, customer satisfaction and operational continuity within the resort
• Update and maintain manual filing systems with relevant booking information
• Store confidential records for safe keeping

Requirements

Education

• Grade 12

Experience

• 5 years’ experience in a contact centre / control room role

Skills and Knowledge

• Checking & Documenting Information
• Organising & Coordinating Resorces
• Creating Customer Experiences
• Following Procedures
• Managing Risk
• Responding with urgency
• Informing & communicating
• Deciding
• Emotional Maturity
• Communication skills - written and verbal
• Telephone skills
• Clerical administration skills
• Computer Literacy (MS Office)