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