Job Description

Listing reference:

track_001343

Listing status:

Online

Apply by:

25 February 2025
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Position summary

Industry:

Telecommunication Services

Job category:

Telecommunication and Mobile Systems

Location:

Randburg

Contract:

Permanent

Remuneration:

Market Related

EE position:

No
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Introduction

Tracker requires the Services of a Supervisor National Emergency Control Centre Call at Head Office in Johannesburg. This position requires a candidate who is committed to delivering extra ordinary customer service as well as conscious about our customers and their vehicle safety. The ideal person will also be responsible for ensuring effective customer liaison interactions and dispute resolution. The ideal person should be able to work shifts of 12 hours, be committed and dedicated and work in a highly disciplined environment.
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Job description

Key roles and responsibilities:

Check the response rates hourly as they pertain to the agreed operational objectives. Monitor inbound emergency calls and ensure that the response and recovery processes flow smoothly. Manage the day-to-day operations in the department. Independently assess calls on a continuous basis and implement corrective and developmental action as required. Manage staff attendance and take proactive measures to ensure that service levels are adhered to and optimised for excellent customer service. Provide expert support and advice to staff in all aspects of their tasks. Mentor and develop staff on a continuous basis to drive operational efficiencies. Display the ability to manage and control emergency situations within the environment and relating to traumatized customers. Analyse the daily recovery statistics and activities and share identified trends and/ or patterns with fellow Shift Supervisors and the NECC manager Ensure that all administrative and shift duties are accurately completed at the end of each shift. Ensure accurate capturing of all information relating to response and recovery by NECC staff. Navigate and utilize multiple systems during the daily activities of the Department as well as during the activation, tracking and recovery process. Manage the agents' overtime and standby on a continuous basis to ensure that we do not exceed the departmental budget and the BCEA Investigate all internal and external customer queries and respond via e-mail or telephonically for effective resolution. Manage the Supervisor inbox continuously. Ensure that uninterrupted inbound and outbound services are provided to internal and external customers. Build and maintain relationships with internal and external customers and partners. Respond to emails and queries as per the agreed quality and time standards. Handle all outstanding escalations that are flagged with the supervisor's desk. Handle all handovers of signals from MCC. Continuously provide mentoring to staff on the correct procedures to be implemented. Working closely with the Quality Assurer and Skills Coach to address all relevant training and corrective measures.

Control Centre Duties and Functions

Build the departmental teams - staff selection, development, coaching and motivating to levels of maximum potential. Supervise staff according to company standards (appraisals, discipline, development, training etc). Create and reinforce a high-performance culture within the department. Responsible for the setting of employee goals and objectives that align with the departmental strategy. Develop staff to maximise potential including succession planning. Monitor staff performance including performance reviews. Manage staff output according to agreed KPI's. Ensure regular staff meetings and alignment to strategic objectives and deliverables. Conduct Performance discussions and appropriate coaching as per company guidelines.

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Minimum requirements

Qualifications, experience and competencies required:

Grade 12 or an equivalent NQF level 4 Qualification Essential: At least 5 Years experience in a Critical Services or Emergency Control Centre environment. Essential: Experience and knowledge of a criminal environment as well as the Criminal Procedure Act. Desirable: Experience working with Police, Law Enforcement or Emergency Services. * Desirable: At least 2 years' experience in a Supervisory role.Must be able to work shifts, have a driver's license and own/reliable transport