The general purpose of this position is to ensure that Central Command Centre various functions are supported, and SLAs are met and maintained.
KEY ACTIVITIES & RESPONSIBILITIES:
- Professionally and promptly answer all phone calls and ensure all missed calls are returned.
- Actively manage rostering processes, and ensure rostering is logically sound, and efficient.
- Ensure rosters information are accurate and maintained
- Ensure shifts arbitrated are accurate and submitted based on SLAs
- Cover shifts and arrange schedules due to absenteeism
- Assist security officers with the booking challenges
- Manage all active shifts and ensure that dropped or auto-ended shifts are handled according to the SOP's
- Prepare accurate daily, weekly and monthly reports
- Attend to all security contact queries and concerns
- Monitor alarm and alerts received via the various monitoring and vehicle tracking platforms
- Manage dispatches and incidents
- Process incoming alarm signals with accuracy,verify authencity and assess for potential breaches
- Audit shifts arbitrated, roster changes, IDS and AVL systems that are non-communicating
- Escalate issues to relevant persons as directed by standard operating procedures
- Support the team goals by assisting other team members with difficult or time consuming deadlines
- Champion organizational values and culture
- Perform any other related duties within the Central Command Centre
PERFORMANCE STANDARDS:
This job is satisfactorily performed when:
- Duties arbitrated are accurate and submitted as scheduled
- Officers are appropriately and accurately rostered
- Dispatches and Responses SLAs are met and maintained
- Guard coverage SLAs are met and maintained
- All required KPIs and targets assigned are met
- The company's policies and procedures are adhered to
- Maintained Excellence Customer Service and directed emails are responded to promptly
REQUIRED COMPETENCIES
Core Competencies:
- Working knowledge of all software used by the department
- Communicate effectively - can put ideas across clearly and convincingly in both oral and written form
- Initiative - can act decisively without reference to supervisor
- Reliability - meet task deadlines and turning up for work on time
- Team work- demonstrate good team work by priortising the team goals over individual goals
Key Competencies:
- Business awareness
- Attention to details and proper time management
- Knowledge of all software used in the Central Command Centre operations
- Customer Obessed
- Team work
- Possess good interpersonal skills
- Punctuality - Must be at work station at the scheduled time
- Attendance - absences limited to approved leave and authorized medical certificates
- Flexibility and Adaptability
REQUIRED QUALIFICATIONS AND WORK EXPERIENCE:
Qualifications:
- Associate Degre in Business Administration or its equivalent
- Supervisory Management Certificate
- Computer Literate - Microsoft Word, Excel etc
- Customer Service Certificate
- Basic accounting, IT and Logistics experience (would be an asset)
Work Experience:
- Minimum 2 years working experience
- Must be customer service oriented
- Must have sound oral and written communications skills
- Basic Accounting, IT, and Logistics experience
Application Deadline: Friday, November 7th, 2025
We appreciate all applications of interest, however, ONLY shortlisted candidates will be contacted.