Monitoring Control Centre Operator

at  Tracker South Africa

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

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.