Control Room Officer, Rustenburg

Description Build and maintain internal and external stakeholder relationships

Keep customers informed in terms of team arrivals via telephone and/or email.

Communicate all relevant information to the Team Controller: Logistics in accordance with Control Room SOPs

Adhere to agreed radio procedures.

Verify that all Control Room equipment and programs are in working condition and report all faults to Team Controller: Logistics.

Record all client calls by completing a call log register. Assist with the maintenance of Risk Management

Liaise with the Risk Department to obtain comprehensive information regarding incidents and report all incidents to the relevant manager at the centre immediately.

Adhere to SBV Risk Business Continuity plans as indicated by the Risk Department.

Maintain accurate records of all panic activations, including time and place.

Adherence to Control Room procedures/SLA

Advise clients in advance of deliveries/collections ETA’s and special services according to SLAs and SBV procedures.

Monitor that all runs within your centre follow the planned routes versus actual Route Execution / Route Compliance.

Monitor and report all exceptions on planned routes, including, but not limited to time and KM’s.

Execute customer route hit rate by relocation and adjusting customer geo-fence on system accordingly.

Verify that delivery targets are met according to SLA, adjust geo-fence on system and elevate any deviations or discrepancies.

Monitor that all routes depart from the base on time, elevate late departures to the relevant stakeholders and provide recommendations for rectification.

Monitor and update the system on live client turnaround times and provide recommendations to improve turnaround times.

Identify process delays relating to client’s turnaround time and elevate to the relevant stakeholders.

Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.

Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Drive the organisation culture

Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.

Lead as an Ambassador and executor of change

Act as a change management architect in periods of change to ensure business continuity.

Manage the integration of business units into a seamless end to end solution for customers.

Effectively communicate and embed new processes and procedures as they occur, addressing or elevating matters/ concerns to the SME’s when required.

Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.

Requirements Minimum Requirements: Work Experience

2 years’ control room experience

Call centre experience: Advantageous

Minimum Requirements: Education

Grade 12

Special Training Or Requirements

PSIRA registered Grade C Control Room Operator

Computer Literate

Work Level: Skilled

Job Type: Permanent

Salary: Market Related

EE Position: No

Location: Rustenburg

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