Job Openings at Tracker Connect (Pty) Ltd

Job description

Key roles and responsibilities:

 Conduct Control Centre Duties and Functions

• Provide effective emergency control centre services that ensures team and agent level response times are successfully achieved, as per the agreed strategic objectives and targets.
• Take all actions that will enhance the Customer Service experience.
• Receive inbound emergency calls from Tracker clients in a professional manner.
• Activate and action events in accordance with all NECC policies and procedures.
• Adhere to the provisions of the SAPS MOU & SOP (standard operating procedure).  
• Co-ordinate and facilitate recovery activities nationally, as per the relevant SOPs.
• Liaise with SAPS, Law Enforcement and Private Security Industry partners, Provincial Operational Managers and LELO’s to ensure proper and effective response and recovery of activated vehicles.
• Provide thorough and detailed feedback to Tracker clients as and when required.
• Log the information on the relevant system as per approved standard operating procedures (SOPs).
• Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
• Identify callers by means of set authentication rules.
• Provide relevant stakeholders with continuous feedback as and when required.
• Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
• Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
• Follow up with role players to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
• Escalate details of dissatisfied clients to management.
• Execute the required emergency control centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.

Optimise Availability and Drive Data Integrity

• Ensure that all service level standards and regulations are strictly always adhere to.
• Ensure that emergency control centre agent availability is optimised to drive the achievement of agent and team level service targets.
• Contribute towards the continuous improvement of the department’s agent availability metrics.
• Ensure that all data-input regarding activations, verifications and recoveries is accurate and correct, as per agreed quality and time standards.
• Ensure that all quality standards are met in the execution of every control centre activity within the NECC operational requirements.
• Adhere to all relevant policies and procedures.
• Compile inspection reports on unresponsive vehicles and share with the relevant role players timeously.
• Report any deviations from procedures/processes to the Supervisor. 

Relationship Management and Liaison

• Ensure ongoing professional liaison with Tracker departments and service providers to ensure that the policies and procedures are fully adhered to and service standards are maintained.
• Engage in regular communication with NaVICC, SAPS HQ & all Provincial SAPS as and when required.
• Provide non-recovery feedback to relevant stakeholders as per the approved SOPs.
• Provide regular updating of LELO / SAPS with regards to activated vehicles.
• Provide required feedback and assistance with regards to client complaints and query resolutions. 

Minimum requirements

Qualifications, experience and competencies required:

• Grade 12/Matric or Equivalent at NQF Leve 4
• Essential: 3 Years relevant experience in the field of emergency control centre operations.
• General vehicle tracking industry knowledge.
• Any law enforcement experience is advantageous.
• Excellent communication skills (especially verbal) in English and one or more SA official languages
• Computer Literacy (MS Office)
• PSIRA Grade C certification
• Must be willing to work shifts.
• Must be aware of the POPI Act.
• General vehicle tracking industry knowledge.
• Working knowledge of operational radio communication use and procedures
• Self-Leadership
• Results orientation
• Customer service orientation
• Strong problem-solving skills
• Sound analytical capabilities

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

• Provide effective control centre services as per the agreed strategic objectives and targets.
• Receive all inbound and outbound occurrence and/or incident calls and e-mails.
• Log the information on the relevant system as per approved standard operating procedures (SOPs).
• Handover unconfirmed signals to the National Emergency Control Centre (NECC) for verification 
• Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
• Identify callers by means of set authentication rules.
• Provide relevant stakeholders with continuous feedback as and when required.
• Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
• Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
• Follow up with representatives to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
• Escalate details of dissatisfied stakeholders to management.
• Execute the required call centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards. 

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.
• PSIRA Grade C certification - Desirable
• 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