Regional Control Room Operations Coordinator

Crisis24 Group; Cape Town; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A global security firm in Cape Town is looking for a Regional Control Room Operations Coordinator. This role involves real-time monitoring of systems and communications, responding to incidents, and ensuring effective operational support. Candidates should possess strong communication skills and be able to work under pressure. Experience in emergency responses or similar environments is preferred. The position requires shift work, including nights and weekends, and offers comprehensive training on company systems.

Qualifications

• Strong communication skills (verbal and written).
• Attention to detail and ability to follow structured procedures.
• Empathy and a client-service orientation.
• Experience in control room or security operations.
• Ability to work shifts including nights and weekends.

Responsibilities

• Monitor client journeys and respond to inbound communications.
• Ensure daily recon with vendors and support incident reports.
• Log case information accurately using GardaWorld’s systems.
• Participate in a rotating shift schedule including nights.
• Ensure prompt responses to incidents and timely communication.

Skills

Strong communication skills

Attention to detail

Ability to perform under pressure

Client-service orientation

Team player

Proactive approach to security

Proficiency with digital monitoring systems

Fluency in English

Tools

Digital monitoring systems

Job description

Regional Control Room Operations Coordinator

Crisis24 Solutions (PTY) LTD, Block A, The Terraces, Cape Town, South Africa, South Africa

Job Description

Posted Friday, January 30, 2026 at 10:00 PM

Who We Are Looking For

GardaWorld is establishing a 24/7 Operations Centre in Cape Town to enhance support for our clients and operational teams across Africa. The Regional Operations Coordinator is responsible for real-time monitoring of platforms, systems, and communications, serving as the first line of response in journey management, incident handling, and operational coordination. The role ensures client journeys and alerts are continually observed and managed in line with GardaWorld protocols.

What You Will Work On

• Ensure pre-task correspondence is shared with the travellers
• Monitor client journeys, GPS tracking, platform alerts, and panic alarms to maintain situational awareness
• Respond to inbound communications (calls, emails, system notifications) and escape in line with SOPs
• Liaise with local vendors, internal teams, and clients to ensure timely and effective operational support
• Ensure Daily Recon is done with vendors
• Log all case information accurately using GardaWorld’s systems
• Manage the 24/7 inbox and communications queue, ensuring prompt responses and triaging
• Support incident reports, shift handovers, and monthly reporting duties
• Participate in a rotating shift schedule, including night and weekend shifts
• Real-time monitoring and proactive response to incidents and alerts
• Timely and accurate communication with internal and external stakeholders
• Comprehensive case documentation and reporting
• Operational support for journey management and risk response across Africa
• Effective coordination with third-party service providers and vendors

Who You Will Work With

The Regional Operations Coordinator is accountable to the Journey Management Manager – Africa. They are responsible for the accuracy of monitoring, responsiveness to incidents, the quality of internal and client communication, and adherence to operational protocols.

What You Will Bring

• Strong communication skills (verbal and written)
• Close attention to detail and the ability to follow structured procedures
• Ability to perform under pressure in a dynamic environment
• Empathy and a client-service orientation
• Operational awareness and understanding of journey/risk management principles
• Team player with strong collaboration and coordination skills
• Proactive approach to security and incident management
• Experience in a control room, contact centre, emergency response, or security operations
• Proficiency with digital monitoring systems and communication tools
• Familiarity with journey management platforms and procedures is an asset
• Fluency in English (additional languages such as French or Portuguese are a plus)
• Previous experience working with vendors or clients across Africa is preferred
• Availability to work shifts, including nights and weekends
• Training will be provided on GardaWorld systems and SOPs