Monitoring Control Centre Operator (Bureau) at Tracker Connect (Pty) Ltd

Introduction

• Tracker requires the services of an experienced Monitoring Control Centre Operator – Bureau Service to join our 24HR Critical Services team. The successful candidate will be responsible for delivering professional, accurate, and timely monitoring services, including handling inbound and outbound communications, managing alarms and incidents, and dispatching emergency services in accordance with approved Standard Operating Procedures (SOPs). This role requires excellent communication skills, strong attention to detail, and the ability to perform under pressure in a fast‑paced, 24‑hour control room environment. The incumbent will provide professional call centre services aimed at contacting clients to confirm their safety upon receiving monitored signal alerts from various tracking units.

Job description
Key roles and responsibilities:
Control Centre Duties and Functions

• Provide effective control centre services as per the agreed strategic objectives and targets.
• Provide effective control centre services in line with agreed strategic objectives, operational targets, and quality standards.
• Receive and manage all inbound and outbound incident and occurrence calls and emails.
• Accurately log, capture, and verify all information on relevant systems in accordance with approved Standard Operating Procedures (SOPs).Authenticate callers using established security and verification procedures.
• Handle, capture, and escalate customer and stakeholder queries, inquiries, and complaints where appropriate, in line with SOPs.
• Handover unconfirmed signals to the National Emergency Control Centre (NECC) for further verification.
• Maintain and enhance strong internal and external stakeholder relationships through professional service delivery, excellent telephone etiquette, and effective communication.
• Liaise with internal departments and role players to ensure timely and effective resolution of incidents and queries.
• Provide continuous feedback to stakeholders and follow up to ensure all matters are resolved within agreed Service Level Agreements (SLAs).
• Escalate dissatisfied stakeholders and unresolved issues to management when required.
• Execute all call centre duties in a manner that ensures operational objectives, service levels, and performance targets are consistently achieved.

Optimise Availability

• Ensure that all service level standards and regulations are strictly always adhered to.
• Ensure call readiness and available to service customers / clients.
• Contribute towards the continuous improvement of the department’s availability metrics.
• Ensure that all quality standards are met in the execution of every control centre activity within the MCC operational requirements.
• Adhere to all relevant policies and procedures.
• Report any deviations from procedures/processes to the Supervisor.

 Adhereance to Call Quality

• Provide effective control centre services that ensure all Quality Assurance standards and regulations are sufficiently maintained at all times.
• Ensure strict adherence to all agreed business rules as they pertain to all control centre duties and functions to provide excellent customer service on a continuous basis.
• Contribute towards minimising the risk profile of Tracker within the control centre by executing all duties in strict adherence to all relevant standards and regulations, as well as taking proactive measures where possible to reduce risk overall.
• Ensure that all quality metrics and standards are prioritised in call centre duties to contribute towards achieving customer experience strategic objectives. 

Minimum requirements

Qualifications, experience and competencies required:

• Matric/Grade 12 or Equivalent Qualification at NQF Level 4.
• Essential: 2 years of Call Centre experience.
• Essential: PSIRA Grade E certification
• Must be willing to work shifts and standby.
• Must be aware of the consumer POPI Act
• Reliable mode of transport
• Language Proficiency (English and one or more South African official languages)
• Analytical 
• Ability to multitask.
• Sound communication skills at all levels
• Collaborative and consultative style
• Planning, organising and control capabilities
• Assertiveness and decisiveness capabilities
• Professionalism
• Results driven
• Conflict management and negotiation capabilities
• Ability to work independently
• Ability to work in a team
• Ability to work/manage under pressure
• High degree of emotional intelligence
• Resilience
• Basic change management skills

Deadline:10th April,2026