Introduction<\/p>\n
\tTracker requires the services of a talented and experienced Monitoring Control Centre Operator within the 24HR Critical Services to provide professional call centre services aimed at calling clients to confirm safety after receiving monitored signal alerts from various tracking units.<\/p>\n
Job description
\nKey roles and responsibilities:
\n\u00a0
\n\u00a0Control Centre Duties and Functions<\/p>\n
\tProvide effective control centre services as per the agreed strategic objectives and targets.
\n\tReceive all inbound and outbound occurrence and\/or incident calls and e-mails.
\n\tLog the information on the relevant system as per approved standard operating procedures (SOPs).
\n\tHandover unconfirmed signals to the National Emergency Control Centre (NECC) for verification\u00a0
\n\tMaintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
\n\tIdentify callers by means of set authentication rules.
\n\tProvide relevant stakeholders with continuous feedback as and when required.
\n\tCapture and verify stakeholders\u2019 information, queries, inquiries, questions and\/or complaints and escalate where appropriate as per the relevant SOPs.
\n\tLiaise with internal role players to ensure excellent service delivery to relevant stakeholders.
\n\tFollow up with representatives to ensure that all calls and\/or queries are resolved within the specified timeline as per the service level specifications.
\n\tEscalate details of dissatisfied stakeholders to management.
\n\tExecute the required call centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.<\/p>\n
Optimise Availability<\/p>\n
\tEnsure that all service level standards and regulations are strictly always adhered to.
\n\tEnsure call readiness and available to service customers \/ clients.
\n\tContribute towards the continuous improvement of the department\u2019s availability metrics.
\n\tEnsure that all quality standards are met in the execution of every control centre activity within the MCC operational requirements.
\n\tAdhere to all relevant policies and procedures.
\n\tReport any deviations from procedures\/processes to the Supervisor.<\/p>\n
\u00a0Adhereance to Call Quality<\/p>\n
\tProvide effective control centre services that ensure all Quality Assurance standards and regulations are sufficiently maintained at all times.
\n\tEnsure strict adherence to all agreed business rules as they pertain to all control centre duties and functions to provide excellent customer service on a continuous basis.
\n\tContribute towards minimising the risk profile of Tracker within the control centre by executing all duties in strict adherence to all relevant standards and regulations, as well as taking proactive measures where possible to reduce risk overall.
\n\tEnsure that all quality metrics and standards are prioritised in call centre duties to contribute towards achieving customer experience strategic objectives.\u00a0<\/p>\n
Minimum requirements<\/p>\n
Qualifications, experience and competencies required:<\/p>\n
\tMatric\/Grade 12 or Equivalent Qualification at NQF Level 4.
\n\tEssential: 2 years of Call Centre experience.
\n\tEssential: PSIRA Grade E certification
\n\tMust be willing to work shifts and standby.
\n\tMust be aware of the consumer POPI Act
\n\tReliable mode of transport
\n\tLanguage Proficiency (English and one or more South African official languages)
\n\tAnalytical\u00a0
\n\tAbility to multitask.
\n\tSound communication skills at all levels
\n\tCollaborative and consultative style
\n\tPlanning, organising and control capabilities
\n\tAssertiveness and decisiveness capabilities
\n\tProfessionalism
\n\tResults driven
\n\tConflict management and negotiation capabilities
\n\tAbility to work independently
\n\tAbility to work in a team
\n\tAbility to work\/manage under pressure
\n\tHigh degree of emotional intelligence
\n\tResilience
\n\tBasic change management skills<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/careers.tracker.co.za ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Tracker Connect (Pty) Ltd","_company_website":"http:\/\/careers.tracker.co.za","_company_tagline":"Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region\u2019s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the... read more last 20 years. Through a culture of continuous innovation, driven by an experienced and dynamic team, Tracker has built a reputation far beyond its SVR roots which positions us as the leading provider of telematics solutions to an automotive ecosystem which includes Original Equipment Manufacturers (OEM\u2019s), Dealers, Insurers, Fleet Operators and Consumers. Providing value added information to our clients has grown exponentially as we have evolved our data systems and interpretation. Today, Tracker is data - how we collect it, process it and turn it into knowledge that allows us to provide proactive value to our partners and customers. The amount of data we gather is staggering, with over 35 million telematics messages generated daily. However, raw data is worthless and Tracker\u2019s ability to interrogate and extrapolate meaning is what sets us apart, making us one of the most obvious and sought after partners for businesses grappling with the challenges of a connecting world. At Tracker we have a positive, friendly work environment. We live service excellence and we all support one another. We all take pride in and care for our customers and work environment as well as our communities. Our core values are: \u00e2\u20ac\u00a2 We each take responsibility \u00e2\u20ac\u00a2 We live service excellence \u00e2\u20ac\u00a2 We all pull together \u00e2\u20ac\u00a2 We each show respect \u00e2\u20ac\u00a2 We are committed to transformation \u00e2\u20ac\u00a2 We all make a plan Darrenwood, Gauteng","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-20234","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/20234","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=20234"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=20234"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=20234"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}