Monitoring Control Centre Operator
at Tracker South Africa
Randburg, Gauteng, South Africa -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 14 Nov, 2024 | Not Specified | 16 Aug, 2024 | 2 year(s) or above | Conflict Management,English,Management Skills,Emotional Intelligence,Communication Skills,Negotiation,Decisiveness | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
POSITION SUMMARY
Industry: IT & Internet
Job category: Telecommunication and Mobile Systems
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
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
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.
REQUIREMENT SUMMARY
Min:2.0Max:7.0 year(s)
Information Technology/IT
Pharma / Biotech / Healthcare / Medical / R&D
Other
Diploma
Proficient
1
Randburg, Gauteng, South Africa