Website Fidelity Services Group
Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation. Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological de… read morevelopments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.
MAIN PURPOSE OF JOB:
Effectively manage all shift resources to ensure acceptable service levels
Effectively manage all aspects on the shift
Effectively assists shift manager / control room managers in smooth running in the Control Room
QUALIFICATION & EXPERIENCE:
Matric
CO1
Grade C
Literate in English(Written & Verbal)
Must have report writing skills
Telephone etiquette
Computer Literate
Call Centre / Control room background – environment
JOB REQUIREMENTS & OTHER ATTRIBUTES:
Ability to work shifts
Good interpersonal skills to be able to deal with clients at all levels
Good communication skills (speak & write)
Ability to handle pressure
Able to work independently
Prepared to work overtime as required
Must be able to motivate employees
INTERNAL CLIENTS:
Other internal departments
EXTERNAL CLIENTS:
Client base service providers
Staff Management
Manage Attendance / Staff Turnover / Overtime / Drive EHS standards & targets
Staff Efficiency
Manage average acknowledgment time / finish time / response time / phone back time / despatch time
Staff Productivity
Manage inbound standards / staff monthly appraisals
Service quality
Quality management of staff / manage complaints & compliments
Training
SOP training & assessments / Toolbox talks / parades
go to method of application »
Apply via company website ( N / A ) or