Controller Hillcrest - Hillcrest
The Wright Recruitment
Currently seeking a Surveillance and Response controller for a leading tracking company based in Hillcrest. SURVEILLANCE & RESPONSE KPAs 1. Management of departmental reports as required by management, 2. Ensure a smooth handover meeting is conducted at the end / start of every shift. This handover meeting must be recorded and a written copy emailed to your manager, 3. Monthly Statistic Comparison Report, 4. Reports per shift: - Number of Alerts received on the UI's, - Number of Alerts attended to per Shift Controller, - Number of calls attended to per Shift Controller, - Number of AutoCam AI findings validated per Shift Controller. 5. Compilation of Recovery Reports, 6. Ensure Recovery process and Codes of Practice are adhered to, 7. Analysis of Quality Audit report, 8. Providing additional video footage to customers as required, 9. Training new controllers as required, 10. Attend to any customer complaints within the shift, where possible. Failing this, complaint to be escalated to the CRC General Manager within 24 hours. SUPERVISORY KPAs 1. Ensure professionalism and efficiency within your department, 2. Management of departmental teams and quality of their workload, 3. Management of processes within all areas of your departments, 4. Ensure customer satisfaction at all times – attend to any escalated customer complaints within 24 hours of the complaint, 5. Manage and carry out disciplinary matter in the departments under the guidance of the HR department, 6. Management of departmental staff leave and absence issues, 7. Analysis of employee customer call quality of the department, 8. Maintenance and upkeep of mailboxes affiliated to your department, 9. Ensure departmental Codes of Practice are adhered to, 10. Management of capacity planning, 11. Workload overflow assistance, 12. Attend meetings with the CRC General Manager as and when required, 13. You may, from time to time, be required to assist with other tasks outside of these KPAs. GENERAL 1. Attend training courses for product knowledge as required by the company. 2. Be prepared to travel as required by the company. 3. Show a courteous manner at all times to both customers and other company employees in the group. 4. Be willing to undertake various tasks or projects given to you by the company. 5. Become familiar with the companies and products classed as opposition by the company, this includes product analysis against the company products. 6. Always be correctly dressed as per the company dress code policy. 7. Ensure that all jobs issued to you are carried out in a professional and courteous manner and that upon completion of the job all documentation is accurately completed and left in a presentable condition. 8. Promote relationships with all of the company's customers and suppliers that reflect trust and credibility 3 Years of experience working in a security control room environment Matric Ability to work shifts Negotiable
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