Signal Management Supervisor at Fidelity Services Group

Job Description
General Job Information

• Drive operational costs down by reducing false alarms.
• Lean out processes to reduce costs, improve effectiveness, and gain efficiencies.
• Measure and flag deviations regarding service levels, performance and abnormalities affecting the armed response and monitoring operations.
• Technical support and service to customers to eliminate overactive alarms.
• Root cause analysis and resolution.
• Drive technical revenue to cover the operating costs of technicians.
• Lead and direct the efforts of SM techs and Coordinators.
• Customer complaint management, take ownership and ensure resolution.
• Proactively establish and maintain effective working relationships within various levels of the matrix organization.
• To interpret, articulate & present data analytics to the operations team.
• Complete HR processes for new and terminated staff.
• Performance management – Identify training and development needs among staff members.
• Ensure EHS standards are communicated and executed upon

General

• Have knowledge about all facets pertaining to your position.
• Attend all required meetings and training sessions.
• Always keep your workstation/office neat and tidy.
• Do not abuse company telephone for private calls.
• Filling and administration
• Adhere to shift roster and office hours.
• Emails to be processed daily and responded to within and up to date by COB on the said date.
• Assisting with other ad-hoc tasks, analysis, and projects as and when required by Management
• Stay informed about industry trends and competitor activities to identify potential threats and opportunities.

Standard operating procedures

• Ensure that the disciplinary code is always adhered to.
• Standing Operating Procedures must be upheld.
• Meeting and keeping on agreed upon targets.
• High standard of service must be upheld.
• Ensure that feedback is always given.
• Always ensure compliance.
• Ensure that the company values are always upheld

Competencies (TECHNICAL & BEHAVIOURAL)

• Drive for results and action-oriented mindset to consistently exceed expectations.
• Customer-focused approach with perseverance and critical thinking skills to meet diverse client needs.
• Willingness to learn and adapt to new technical skills and technologies.
• Assertive with a sense of urgency, demonstrating adaptability and resilience in the face of challenges.
• Excellent verbal and written communication skills
• Good time management
• Interpersonal skills
• Planning and organizational skills
• Ability to excel in a high pressurised and fast paced environment
• Effective team player
• Self-starter
• Positive attitude
• Proactive approach
• Strong negotiation ability
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office
• Willingness to travel as needed.
• Computer literacy (Word, Excel, Outlook, Presentations)
• Telephone etiquette
• Client liaison
• Follow through and conclude on all commitments.