Control Room Shift Manager - Cape Town at Fidelity Services Group

MAIN PURPOSE OF JOB:

• The aim of a Control Room Supervisor is to make sure his/her shift is managed in a professional way.

QUALIFICATION & EXPERIENCE:

• Matric
• Grade C PSIRA Registered
• Monitoring Centre supervisory experience

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Computer Literate (MS Office, advanced Excel, PowerPoint)
• Listener experience advantageous
• Bilingual (English & Afrikaans)

COMPETENCIES

(TECHNICAL & BEHAVIOURAL)

• Action oriented
• Conflict management
• Customer focus
• Delegating responsibility
• Developing others
• Drive for results
• Quality orientation and work standards
• Stress tolerance
• Tenacity

PERSONNEL

• Ensuring the welfare of the staff
• Training of control room personnel to required standards
• To maintain a high level of discipline on shift
• All disciplinary actions
• Performance bonuses of personnel to be updated and available weekly
• Assisting HR with conducting interviews of potential candidates for employment
• To ensure the safety of all personnel on the shift
• 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
• Ensure all workstations are performing their duties
• Ensure all instructions are carried out
• Ensure that daily reports are done

COMPUTERS AND EQUIPMENT

• Report and ensure repair of any defaults
• Check and report all faults on telephone and communication lines
• Full inspection and power simulation of entire control room
• Perform routine inspections
• Report and repair any defaults

CLIENT LIAISON

• Keeping a diary
• Daily update to monitoring centre management on complaints
• Liaising with the different managers to ensure swift complaint resolution as a team
• Telephonic assistance with any problems or complaints
• Aim 1st call resolution
• Dealing with extreme and complex complaints
• Written correspondence to clients
• Client retention
• Kemsley report follow ups
• Escalation of potential claims
• Keeping record of complaints
• Loading complaints on customer sat
• Identify and report trends to Monitoring centre management
• Work closely with the different departments to ensure proper and excellent customer service
• Updating of client information i.e. Holiday instructions/address and other changes
• Reporting of any faulty alarm systems to technical for booking

ADMINISTRATION

• Keeping of a diary
• Keeping record of all complaints
• Keeping record of all and any disciplinary action taken for the Monitoring centre as a whole
• Composing and compiling reports (daily/weekly/monthly
• Arranging schedule for leave (annual/sick/compassionate/study)
• Time sheets and booking overtime as required

GENERAL

• Assisting the Control Room 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
• Investigate incidents that resulted in complaints or sub-standard customer service
• Detailed investigations with voice recordings etc.
• To have expert knowledge about all facets pertaining to the company
• Ensuring that all fire equipment are serviced
• Keeping record of all fire equipment checks and drills
• Testing the generator on a weekly basis
• Attend all required meeting and training sessions

STANDARD OPERATING PROCEDURES

• Standing Operating Procedures must be upheld
• Radio procedures must be strictly adhered to
• Evaluating of staff to ensure that the Big 5 is upheld
• Keeping absenteeism and staff turnover levels at a minimum
• Maintaining agreed upon targets
• Ensure that service standards are upheld

ADHOC

• Assisting with other ad-hoc tasks, analysis and projects as and when required
• Manage time efficiently
• Ability to work under pressure