Command Centre Operations Manager

Greys Recruitment; South Africa; On-site; ZAR 650,000 - 900,000; Full time

Job summary

Greys Recruitment is seeking a seasoned Command Center Manager to lead 24/7 operations and ensure service levels are met. You will oversee day-to-day control room activities, incident handling, and performance reporting, while developing a high-performing team across shifts.

The role requires extensive operational experience, strong leadership, and the ability to manage staffing, escalations and risk in a high-volume environment.

Qualifications

• 5-8 years of relevant operational experience, including 3+ years in a management role.
• Experience in security, facilities management, logistics, or 24/7 operations.
• Proven incident management and service-level monitoring experience.
• Experience with SOP development and implementation.
• Exposure to tech-enabled environments (CCTV, access control, etc.).

Responsibilities

• Manage day-to-day Command Center operations and KPI delivery.
• Lead and develop Command Center operators and supervisors in a 24/7 shift environment.
• Oversee workforce planning, rostering, attendance, and deployments.
• Identify staffing gaps and service-delivery risks and take corrective action.
• Oversee incident management, escalation, investigation, reporting and closure.

Skills

Operational leadership

Incident management

Performance reporting

Workforce planning

Shift operations

Education

Operations/ security qualifications

Tools

CCTV systems

Alarm monitoring

Tracking systems

Job description

Key requirement

• Relevant qualification
• Approximately 5-8 years of relevant operational experience, including at least 3 years in a management or senior supervisory role
• Experience within security, facilities management, logistics, fleet management, emergency response, telecommunications, monitoring centers or another higher-volume 24/7 operational environment
• Proven experience in incident management, operational escalation, service-level monitoring and performance reporting
• Exposure to technology-enabled operational environments, including CCTV, alarm monitoring, tracking, access control or workforce-management systems
• Experience developing, implementing and maintaining standard operating procedures
• Relevant operational, security, risk, business management or related qualifications will be advantageous

Key responsibility

• Manage day-to-day Command Center operations, ensuring consistent service delivery and achievement of agreed service levels and key performance indicators
• Lead and develop Command Center operators, supervisors and operational support teams across a 24/7 shift-based environment
• Oversee workforce planning, rostering, attendance, deployments, leave, overtime and resource utilization to ensure optimal staffing and productivity
• Identify staffing gaps, operational exceptions and service-delivery risks, taking accountability for appropriate corrective action and timely resolution
• Oversee incident management, escalation, investigation, reporting and closure within required timeframes