Monitoring Centre Supervisor Cerntral X1 at Fidelity Services Group

Overall purpose of the job:

The aim of this role is to assist the Lead Monitoring Centre Associate in all aspects of the smooth running of the Monitoring Centre and assist associates in completion of monitoring tasks.

Minimum qualifications and experience:

• Grade 12 (Matric)
• PSIRA Registered (Grade C)
• 132 Shifts Worked As MCAIV
• Monitoring Centre experience - must be able to demonstrate inbound, outbound and despatch capabilities
• Successful period as MCAIII or equivalent work experience at this level externally
• Experience in a leadership role advantageous

MAIN DUTIES AND RESPONSIBILITIES:
 SHIFT MANAGEMENT

• Assist Lead Monitoring Associate with holding of inspection parades
• Ensuring the welfare of the staff
• Training of control room personnel to required standards
• Communicate all Toolbox talks with shifts
• To maintain a high level of discipline on shift
• Assist with the handling of disciplinary actions
• To ensure the safety of all personnel on the shift
• Mentoring/coaching/assisting staff to continuously better themselves
• Take direct responsibility for the shift in the absence of the Lead Monitoring Associate
• Ensure work is done in accordance with company rules and procedures and in line with agreed performance targets.
• Ensure constant monitoring and action of performance dashboards.
• Ensure all instructions are carried out
• Ensure that reports are done
• Take control of all positive incidents in the Monitoring Centre
• Inform the Lead Monitoring Centre Associate and Response Supervisor of all positive incidents

COMPUTERS AND EQUIPMENT

• Perform routine inspections on computers/monitoring equipment
• Report and ensure repair of any faults
• Check and report all faults on telephone and communication lines

CLIENT LIAISON

• Telephonic assistance with any problems or complaints
• Ensure reporting of any faulty alarm systems to technical for booking

ADMINISTRATION

• Chairing of shift meetings
• Composing and compiling reports (daily/weekly/monthly)
• Updating all reports including schemes (signal graphs/radio reports)
• Gather information and compile shift reports

GENERAL

• To have knowledge about all facets pertaining to the company
• Attend all required meeting and training sessions
• Be available during off periods to ensure Management can reach you for any problems

STANDARD OPERATING PROCEDURES

• Standing Operating Procedures must be upheld
• Radio procedures must be strictly adhered to
• Keeping absenteeism and staff turnover levels at a minimum
• Assist Lead Monitoring Associate to maintain agreed upon targets
• Assist Lead Monitoring Associate to upheld service standards
• Meeting and keeping agreed upon targets