Junior Monitoring Centre Manager at Fidelity Services Group

Assisting the Senior Monitoring Centre Manager (HOD) to ensure the effective and smooth running of all aspects pertaining to the Monitoring Centre.

Key Performance Areas:

Management:

• Ad-hoc attendance and inspection of parades
• Ensuring the welfare of the staff – IR and EHS critical
• Accountable for Training of Monitoring Centre personnel to required standards – liaison with training departments
• Design and drafting of all Toolbox talks / communications to staff
• Disciplinary code of conduct
• Performance management with a view of constant improvement
• Analysis of data/information for the purpose of improving processes
• Manage client service standards to strict SOP’s, customer service metrics and NPS scoring
• Assisting the Monitoring Centre Management with interviews of potential candidates for employment
• To ensure the safety of all personnel on the shift
• Ensure effective staff compliment in Monitoring Centre to perform duties
• Mentoring/coaching/assisting staff to continuously better themselves
• Ensure that all QA standards 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 staff is trained to correct levels at all times
• Ensure all disciplinary codes are adhered to
• Ensure interviews are conducted in line with HR policies
• Ensure safety regulations are adhered to at all times
• Manage labour resources effectively and in line with budgets
• Maintain / improve service levels at all times in line with individual KPI’s

Computers and equipment:

• Perform routine inspections on computers/monitoring equipment
• Ensure Monitoring Centre Recovery documentation and processes are up to date and formally review in line with business requirements
• Assist IT with the investigations in system failures and report on findings
• Ensure inspections are monitored according to SOP’s
• Ensure reports are accurate and on time
• Ensure formal documentation updated in line with business requirements

Client Liaison:

• Assist with client complaints where required
• Continue to review processes and performance to reduce / limit client complaints
• Ensure complaints are handled professionally
• Ensure records are accurate and up to date
• Ensure reports are accurate and on time

Administration:

• Composing and compiling reports (daily/weekly/monthly)
• Review scheduled leave plans

General:

• Assisting Monitoring Centre Management with:
• Handling of classified information
• Dealing with complex and extreme complaints
• Compilation of requested documentation
• Attend all required meeting and training sessions
• Ensure that all necessary processes are completed for the successful recruitment of terminated staff or new positions which may become available
• 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
• Maintain performance standards
• Ensure reports are done timeously
• Assisting with other ad-hoc tasks, analysis and projects as and when required