Overview
Control Room Officer Jobs in Mafikeng at SBV Services
Build and maintain internal and external stakeholder relationships
- Keep customers informed in terms of team arrivals via telephone and/or email.
- Communicate all relevant information to the Team Controller: Logistics in accordance with Control Room SOPs
- Adhere to agreed radio procedures.
- Verify that all Control Room equipment and programs are in working condition and report all faults to Team
Controller: Logistics.
- Record all client calls by completing a call log register.
Assist with the maintenance of Risk Management
- Liaise with the Risk Department to obtain comprehensive information regarding incidents and report all incidents to the relevant manager at the centre immediately.
- Adhere to SBV Risk Business Continuity plans as indicated by the Risk Department.
- Maintain accurate records of all panic activations, including time and place
Adherence to Control Room procedures/SLA
- Advise clients in advance of deliveries/collections ETA’s and special services according to SLAs and SBV procedures.
- Monitor that all runs within your centre follow the planned routes versus actual Route Execution / Route Compliance.
- Monitor and report all exceptions on planned routes, including, but not limited to time and KM’s.
- Execute customer route hit rate by relocation and adjusting customer geo-fence on system accordingly.
- Verify that delivery targets are met according to SLA, adjust geo-fence on system and escalate any deviations or discrepancies.
- Monitor that all routes depart from the base on time, escalate late departures to the relevant stakeholders and provide recommendations for rectification.
- Monitor and update the system on live client turnaround times and provide recommendations to improve turnaround times.
- Identify process delays relating to client’s turnaround time and escalate to the relevant stakeholders
- Subscribe and align to SBV Services’ ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
- Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.
Drive the organisation culture
- Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.
Lead as an Ambassador and executor of change
- Act as a change management architect in periods of change to ensure business continuity.
- Manage the integration of business units into a seamless end to end solution for customers.
- Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/ concerns to the SME’s (subject matter experts) when required.
- Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.
Minimum Requirements: Work Experience
- 2 years’ control room experience
- Call centre experience: Advantageous
Minimum Requirements: Education
- Grade 12
Special Training or Requirements
- PSIRA registered Grade C Control Room Operator
- Computer Literate
Title: Control Room Officer
Company: SBV Services
Location: Mafikeng
