Listing reference: track_001059
Listing status: Online
Apply by: 6 July 2023
Position summary
$ads={1}
Industry: Call Centre Industry
Job category: Supervising
Location: Randburg
Contract: Permanent
EE position: Yes
Introduction
Tracker requires the services of a Shift Supervisor in the National Emergency Control Centre, situated at our Head Office in Johannesburg. We require a self-starter with an outgoing and confident personality who has the ability to communicate well at all levels. The successful candidate will be responsible for the daily management of their allocated shift in the National Emergency Control Centre. The individual will manage a team of diverse individuals to optimize the success of the Department.
Job description
- Display the ability to work in a highly pressurized and stressful environment.
- Have a thorough and clear understanding of the nature of the Department and the services offered by Tracker.
- Contribute towards ongoing enhancements within the Department.
- Ensure an above average customer experience.
- Manage and take responsibility for all processes and procedures whilst on duty.
- Ensure that all SOP’s, SLA’s, and MOU’s are adhered to at all times.
- Supervise and develop the operators in their direct environment.
- Be assertive, organised, and disciplined at all times.
- Monitor inbound emergency calls and ensure that the response and recovery processes flow smoothly.
- Take ownership of customer queries, complaints and/or escalations and provide feedback to the customer and NECC Manager as required.
- Ensure that all administrative and shift duties are accurately completed at the end of each shift.
- Monitor and approve staff leave applications and take appropriate actions where necessary, including arranging standby, controlling sick notes and notifying the NECC manager.
- Analyze the daily recovery statistics and activities and share identified trends and/ or patterns with fellow Shift Supervisors and the NECC manager.
- Promote, build, and maintain teamwork and social cohesion within the environment and across shifts in the NECC.
- Build and maintain relationships with internal and external customers and partners.
- Meet all specified daily, weekly, and monthly targets.
- Manage the team and individual performance by completing KPA’s, Quality Assessments, etc.
- Know, understand, and apply the company disciplinary process in a balance and consistent manner.
- Display the ability to manage and control emergency situations within the environment and relating to traumatized customers.
- Liaise with Tracker recovery personnel, recovery partners and the SA Police Service.
- 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.
- Ensure Customer Service Standards are maintained, and queries are resolved in a professional manner, aligned to Tracker’s principles and values.
- Ensure that uninterrupted inbound and outbound services are provided to internal and external customers.
- Report all deviations to the NECC Manager.
Minimum requirements
- Matric / Grade 12.
- Valid driver’s license and own reliable transport.
- Above average general communication skills (verbal and written).
- The ability to communicate fluently in English (verbal and written).
- Computer literacy and excellent typing, written and analytical skills.
- Good organizational skills.
- Display the desire to help others – especially customers (customer experience).
- Emotionally mature and above average intelligence with good interpersonal and communication skills.
- Proven ability to remain calm under stressful conditions and / or situations.
- Have an above average knowledge of the layout and mapping of South Africa.
- Demonstrated ability to achieve measurable goals.
- At least 2 years in a leadership role (junior to middle management level).
- Willing to work 12 hour shifts with standby and overtime as required.
- PSIRA registration or the ability to obtain it within a prescribed period.
The following will serve as an advantage
- Qualifications in the field of Criminology or Law Enforcement.
- Experience in a Call Centre or Emergency Control Centre environment
- Police, Law Enforcement or Emergency Services experience.
$ads={2}
