Control Room Operator

LOCATION Head Office - Sandton

JOB SUMMARY:

To assist the operations in ensuring the effective running of the control room so that exceptional service levels are maintained. Ensuring that all alarm activations / events and incoming calls are actioned in accordance with the standard operating procedures.

KEY RESULTS AREA

· Alarm monitoring

· Site Postings

· Administration

· Incident management

· Client Liaison

DUTIES

Operational Responsibilities.

• Report for duty timeously so that a full staff compliment is always maintained.
• Ensure acceptable service levels are maintained by prioritizing incoming signals / events and taking speedy and positive actions in terms of the standard operating procedures.
• Comply with the rostering as per the Rostering system
• Comply with all relevant policies and procedures.
• Report incidents / events as required.
• Ensure familiarity with all the monitoring systems deployed in the control room.
• Ensure all SOP’s relevant to the applications and services are understood and adhered to.
• Ensure that special instructions provided are followed diligently.
• Treat all alarms with urgency based on the priority or category of the alarm.
• Dispatching of emergency or response services is crucial based on the category of alarm and must be dealt with swiftly.
• Feedback from emergency and response services must be obtained as quickly as possible and inputted into the monitoring system or reporting tools provided. Additional action to be taken, if necessary, based on the category of alarm, feedback received or situation on hand.
• Ensure that site postings / Security officer postings are done in accordance with the SOP and / or regards to any special instructions / interim instructions provided by the responsible management team.

Customer Service

• Ensure that customer service levels are exceptional and that all customers as well as staff members and sub-contractors receive an exceptional service
• Ensure that customer satisfaction and peace of mind are a priority
• Ensure that all calls / enquiries are handled professionally, efficiently and with empathy.
• Immediately escalate all customer complaints and queries to the relevant supervisor and or manager for resolution.
• Assist with the investigation of all complaints by providing detailed information and cooperation for the effective resolution of the complaint.
• Ensure ongoing open communication with managers and other staff to facilitate excellent teamwork and support.
• Ensure that telephone calls are answered within 3 rings where possible.

Environmental Health & Safety (EHS)

• Support EHS efforts of the Company
• Ensure that all unsafe acts and conditions are reported to management
• Ensure familiarity and compliance with EHS policies and standards
• Ensure that all tasks are performed in the safest possible manner
• Use prescribed personal protective wear when required and always adheres to safe work procedures when operating tools or equipment
• Participate with Managers in conducting regular Self-Inspections.
• Attend relevant safety meetings and safety discussion sessions.

Equipment / Infrastructure

• Ensure that control room equipment is looked after and kept in good working order and that damage or equipment failures are reported to Control Room Management and IT department Immediately.
• Ensure that the policies and instruction issued are followed in the event of equipment down time to minimize service interruptions
• Ensure a proper hand-over of all equipment at shift change and confirm that all equipment is in working order
• Conduct scheduled tests of systems / equipment (Telephones. etc) and report problems immediately to the responsible person / departments.

Internal Clients – Technical, Sales, etc

• Attend any scheduled meetings and raise concerns or provide suggestions in a constructive manner.
• Ensure that training is attended as arranged and that an acceptable effort is made to study and understand the content of the training material
• Ensure familiarity with the disciplinary procedure / matrix of the company.
• Ensure that communications between departments within the SOC and Company are clearly and properly communicated, in order to avoid complaints and to ensure we meet our service excellence targets.

General

• Attend any scheduled meetings and raise concerns or provide suggestions in a constructive manner.
• Ensure that training is attended as arranged and that an acceptable effort is made to study and understand the content of the training material
• Ensure familiarity with the disciplinary procedure / matrix of the company.
• Ensure that communications between departments within the SOC and Company are clearly and properly communicated, in order to avoid complaints and to ensure we meet our service excellence targets.

MINIMUM REQUIREMENTS:

Qualifications

• Matric – Grade 12 compulsory
• PSIRA Grade B/A registered, minimum
• Minimum eight (5) years of experience in a field related to the security industry and/or supervisory experience sufficient to perform the essential functions of the job, as determined by the company
• Knowledge and experience with client service levels
• Private security experience is an advantage
• In depth understanding of control room standards
• Valid Code 8 driver’s licence – advantage
• Experience as site senior supervising team of at least 10 security officers

Knowledge, Skills & Experience and Job-Related Competencies:

· Excellent communication skills – client engagement, staff and management

· Experience with report writing

· Excellent verbal & written communication skills.

· Ability to work well under pressure

· Resilient character

· Good problem-solving skills

· Computer literacy

· Knowledge of security risks and compliance

· Basic understanding of company disciplinary code

· Disciplined

· Planning and organisational skills

· Interpersonal skills

· Ability to multitask

· Customer service orientation

Job Type: Full-time

Application Question(s):

• Do you have experience in booking officers and alarms ?

Work Location: In person