Key Performance Areas (KPA’s)<\/p>\n
Build and maintain internal and external stakeholder relationships<\/p>\n
\tKeep customers informed in terms of team arrivals via telephone and\/or email.
\n\tCommunicate all relevant information to the Team Controller: Logistics in accordance with Control Room SOPs
\n\tAdhere to agreed radio procedures.
\n\tVerify that all Control Room equipment and programs are in working condition and report all faults to Team
\n\tController: Logistics.
\n\tRecord all client calls by completing a call log register.<\/p>\n
Assist with the maintenance of Risk Management<\/p>\n
\tLiaise with the Risk Department to obtain comprehensive information regarding incidents and report all incidents to the relevant manager at the centre immediately.
\n\tAdhere to SBV Risk Business Continuity plans as indicated by the Risk Department.
\n\tMaintain accurate records of all panic activations, including time and place<\/p>\n
Adherence to Control Room procedures\/SLA<\/p>\n
\tAdvise clients in advance of deliveries\/collections ETA\u2019s and special services according to SLAs and SBV procedures.
\n\tMonitor that all runs within your centre follow the planned routes versus actual Route Execution \/ Route Compliance.
\n\tMonitor and report all exceptions on planned routes, including, but not limited to time and KM\u2019s.<\/p>\n
Execute customer route hit rate by relocation and adjusting customer geo-fence on system accordingly.<\/p>\n
\tVerify that delivery targets are met according to SLA, adjust geo-fence on system and escalate any deviations or discrepancies.
\n\tMonitor that all routes depart from the base on time, escalate late departures to the relevant stakeholders and provide recommendations for rectification.
\n\tMonitor and update the system on live client turnaround times and provide recommendations to improve turnaround times.
\n\tIdentify process delays relating to client\u2019s turnaround time and escalate to the relevant stakeholders
\n\tSubscribe and align to SBV Services’ ISO 9001:2015 Quality Management Standards, ensuring the department\u2019s processes and quality management system is at all times in compliance with \u00a0 \u00a0 \u00a0 the standard.
\n\tSupport SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.<\/p>\n
Drive the organisation culture<\/p>\n
\tDrive the department\u2019s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.<\/p>\n
Lead as an Ambassador and executor of Change<\/p>\n
\tAct as a change management architect in periods of change to ensure business continuity.
\n\tManage the integration of business units into a seamless end to end solution for customers.
\n\tEffectively communicate and embed new processes and procedures as they occur, addressing or escalating matters\/ concerns to the SME\u2019s (subject matter experts) when required.
\n\tFacilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one\u2019s portfolio.<\/p>\n
Requirements
\nMinimum Requirements: Work Experience<\/p>\n
\t2 years\u2019 control room experience
\n\tCall centre experience: Advantageous<\/p>\n
Minimum Requirements: Education<\/p>\n
\tGrade 12<\/p>\n
Special Training or Requirements<\/p>\n
\tPSIRA registered Grade C Control Room Operator
\n\tComputer Literate<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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