Duties & responsibilities: 

Assisting the Senior Customer Contact and Monitoring Centre Manager (HOD) and Monitoring Centre Manager in Coastal to ensure the effective and smooth running of all aspects pertaining to the Monitoring Centre and hubs. 

 Key Performance Areas 

1. Operational Management & Leadership

• Direct Oversight: Take full accountability for the Monitoring Centre’s daily operations, ensuring all instructions and standard operating procedures (SOPs) are strictly followed. 

• Performance Management: Drive continuous improvement through data analysis, regular performance reviews, and the implementation of individual KPIs. 

• Quality Assurance: Maintain QA standards by ensuring assessments are completed as per the QA matrix; provide consistent coaching and feedback. 

• Resource Planning: Manage labour resources effectively to ensure optimal staff complements per shift, adhering to budget and HR policies. 

• Security & Safety: Ensure the safety of all personnel on shift and maintain strict security protocols at the base. 

2. Financial & Strategic Management

• Budgetary Support: Assist the Head of Department (HOD) with annual budget preparation and financial forecasting. 

• Cost Control: Manage costs in line with the Delegation of Authority (DOA) policy, specifically focusing on improving the Cost to Serve. 

• Process Optimisation: Analyse operational data to identify bottlenecks and improve efficiency across all Monitoring Centre processes. 

3. Human Capital & Development

• Talent Acquisition: Assist in interviewing and selecting high-calibre candidates for new or vacant positions. 

• Staff Welfare & IR: Manage industrial relations (IR) and Employee Health and Safety (EHS) to ensure staff well-being. 

• Training & Mentorship: Identify development needs, liaison with the Coastal Contact Centre Trainer, and draft "Toolbox Talks" to foster a culture of continuous learning. 

• Disciplinary Oversight: Uphold the company’s code of conduct and manage all HR-related issues within the department. 

4. Client Liaison & Service Excellence

• Service Standards: Manage client service metrics, including NPS (Net Promoter Score), to ensure adherence to strict service level agreements (SLAs). 

• Complaint Resolution: Handle complex or escalated complaints professionally, implementing process changes to reduce future occurrences. 

• Professionalism: Ensure all client interactions and records are accurate, up-to-date, and reflect a high standard of service. 

5. Technical & Administrative Oversight

• Infrastructure: Conduct routine inspections of computers and monitoring equipment; assist IT with system failure investigations. 

• Disaster Recovery: Maintain and formally review Monitoring Centre Recovery documentation to ensure business continuity. 

• Reporting: Compile and distribute accurate daily, weekly, and monthly reports; chair regional Monitoring Centre meetings. 

• Administration: Manage leave plans and approve overtime requests only when operationally required. 

General Functions 

• Comply with all reasonable instructions and assist other departments when requested. 

• Maintain total confidentiality regarding classified information. 

• Stay updated on all company procedures and participate in the evolution of job-specific SOPs. 

• Maintain availability during off-periods to address urgent operational emergencies. 

• Establish and maintain positive inter-departmental relationships to ensure seamless service delivery. 

Minimum Requirements: 

• Grade B (PSIRA) registered 

• Grade 12 / Matric 

• Tertiary qualification 

• Drivers Licence / reliable transport 

• Must Reside in Cape Town 

• Computer Literacy in MS Office, CCTV, etc 

• Must be able to work under pressure and for extended hours as and when required 

• Strong ability to work shifts if required 

• Work independently and within a team. 

• A minimum of 5 years’ proven management experience in the Security Industry Control room 

• Ability to train and assess operators effectively 

• No criminal record or any Pending Cases 

• Must be reliable and trustworthy 
   
  Job Specification: 

• Telephone Ethics and Communication 

• Compiling Reports / Investigations 

• CCTV Experience 
   

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. 

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

 Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful