Lead Monitoring Centre Associate

at Fidelity
Location Cape Town, South Africa
Date Posted Sep 16, 2020
Category Administration Jobs
Job Type Full-time

Description

Qualification and Experience:

  • Matric
  • Grade B PSIRA Registered
  • Monitoring Centre supervisory experience is critical
  • Successful completion of Leadership and Junior Management courses
  • Successful completion of Junior Management course
  • Successful completion of LRA
  • Successful completion of Trauma Debriefing course


Duties

1. SHIFT MANAGEMENT

  • Holding of inspection parades
  • Ensuring the welfare of the staff
  • Training of Monitoring Centre personnel to required standards
  • Communicate all Toolbox talks with shifts.
  • To maintain a high level of discipline on shift
  • Handle disciplinary actions
  • Performance bonuses of personnel to be updated and available weekly
  • Assisting the Monitoring Centre Manager with interviews of potential candidates for employment
  • To ensure the safety of all personnel on the shift
  • Ensure full staff compliment in Monitoring Centre
  • Mentoring/coaching/assisting staff to continuously better themselves
  • Take direct responsibility for the shift
  • Ensure work is done in accordance with company rules and procedures and in line with agreed performance targets.
  • Ensure constant monitoring and action of performance dashboards.
  • Ensure all instructions are carried out
  • Ensure that reports are done
  • Ensure that all QA standards are maintained and relevant coaching and feedbacks are completed.
  • Ensure QA assessments are completed as per QA matrix.

 

2. COMPUTERS AND EQUIPMENT

  • Perform routine inspections on computers/monitoring equipment
  • Report and ensure repair of any defaults
  • Check and report all faults on telephone and communication lines
  • Full inspection and power simulation of entire control room
  •  Written report to Radio Technician and Monitoring Centre Manager

3. CLIENT LIAISON

  • Telephonic assistance with any problems or complaints
  • Updating of client information i.e. Holiday instructions/address and other changes
  • Ensure reporting of any faulty alarm systems to technical for booking

4. ADMINISTRATION

  • Chair of shift meetings
  • Composing and compiling reports (daily/weekly/monthly)
  • Ensure reporting all relevant information into the OB book
  •  Updating all reports including schemes (signal graphs/radio reports
  •  Updating all number of signal/call radio/Ftt/Code 15 reports)
  • All patrol lists are received and completed on the computer
  • Arranging schedule for leave (annual/sick/compassionate/study)
  • Time sheets and booking overtime as required

5. GENERAL

  • Assisting the Monitoring Centre Manager and Area Managers with:
  • Handling of classified information
  • Dealing with complex and extreme complaints
  • Compiling and printing of documentation
  • Clients profiles and process reports
  • Take control over the security at base
  • To have knowledge about all facets pertaining to the company
  • Attend all required meeting and training sessions
  • Be available during off periods to ensure Management can reach you for any problems
  • Standby/overtime if scheduled staff do not arrive for duty
  • Complete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become available
  • Attend to all people management issues, including all HR related issues as well as staff development
  • Identify training and development needs among staff and coach accordingly

6. STANDARD OPERATING PROCEDURES

  • Standing Operating Procedures must be upheld
  • Radio procedures must be strictly adhered to
  • Evaluating of staff to ensure that the Big 5 is upheld
  • Keeping absenteeism and staff turnover levels at a minimum
  • Maintaining agreed upon targets
  • Ensure that service standards are upheld

7. ADHOC

  • Assisting with other ad-hoc tasks, analysis and projects as and when required
  • Manage time efficiently
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