Control Room Officer

Full job 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 escalate any deviations or discrepancies. Monitor that all routes depart from the base on time, escalate 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 escalate 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 escalating matters/ concerns to the SME’s (subject matter experts) when required. Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across 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 Behavioural Competencies Logical Thinking and Judgment Ability: Use of discretion and logical reasoning in a clear and consistent manner whilst considering/evaluating of information/circumstantial evidence in order to draw sound conclusions, form an opinion and make a good decision Quick decisions possible. Low level decisions made in line with guidelines provided. Seek guidance if higher level of discretion is required. Persistence and Resilience: Ability to demonstrate the required energy to achieve success, to persist with the task at hand until it is accomplished, and to bounce back in the face of obstacles. Completion of technical task within timeframe given by supervisor whilst overcoming uncomplicated obstacles. Seek guidance and assistance from seniors when difficult obstacles are encountered and solutions need to be found for problems