Senior Monitoring Control Centre Operator

Tracker South Africa; Randburg; On-site; ZAR 320,000 - 420,000; Full time

Job summary

Tracker South Africa seeks a Senior Operator for the Volvo on Call (VOC)/Bureau/Susan monitoring Control Centre at our MCC in Johannesburg. The successful candidate will deliver exceptional customer service, manage incidents, and liaise with customers during critical situations.

Responsibilities include monitoring VOLVO services, resolving disputes, and working in a disciplined, shift-based environment. A Grade 12, PSIRA Grade E, and 2 years of customer service experience are required, with MS

Qualifications

• Grade 12 or equivalent qualification
• PSIRA Grade E Active
• At least 2 years’ experience in customer service delivery
• Call centre experience is an added advantage
• Proficiency in MS Office
• Must have a driver’s license and reliable transport

Responsibilities

• Operate and monitor control centre functions in VOC/Bureau/Susan environments
• Plan, organise and control own work to meet targets and daily objectives
• Listen actively, analyse information and communicate clearly
• Present information accurately in written and verbal form
• Maintain Volvo customer service standards and handle disputes professionally
• Assist with fleet-related bureau services and SVR selling to customers
• Coordinate with NECC when handing over important incidents
• Maintain accurate shift administration and documentation
• Demonstrate emotional intelligence and resilience under pressure

Skills

Customer service

Communication

Emotional intelligence

Stress resilience

Shift work

Education

Grade 12 / NQF 4

Tools

MS Office

Job description

Listing reference: track_001751

Listing status: Under Review

Apply by: 18 September 2026

Position summary

Job category: Sales and Purchasing

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

Tracker requires the Services of a Senior Operator in the Volvo on Call (VOC)/Bureau/Susan monitoring ControlCentre based within the MCC at Head Office in Johannesburg. This position requires a candidate who is committedto delivering extra ordinary customer service as well as conscious about our customers and their vehicle safety. Theideal person will also be responsible for ensuring effective customer liaison interactions and dispute resolution. Theideal person should be able to work shifts of 12 hours, be committed and dedicated and work in a highly disciplinedenvironment.

Key roles and responsibilities:

Control Centre Duties and Functions

• Capacity to plan, organise and control own work environment to achieve all objectives, and daily targets.
• Working totally independent on a daily basis
• Excellent listener, able to analyse and interpret information
• Capacity to clearly present information, either written or verbal
• Accurate and timeous communication and follow through on all calls/cases received
• Ensure VOLVO Customer Service Standards are maintained, and problems solved in a professional manner
• Selling SVR to new VOLVO customers
• Dealing with VOLVO stolen vehicle recovery, immobilizing the vehicle and working very close with the NECC when handing over (taking control of the entire situation)
• Vast knowledge of the Volvo vehicle/s, including technical aspects
• Bureau services provided to Tracker Fleet customers (Fleet management) on Empower.
• Assisting supervisors and attending to the MCC signals when required (dual function)
• Ensure all your administrative and shift duties are accurate and complete
• Ability to regulate and mange one’s emotions in a healthy productive manner
• Ensuring the optimal alignment of employee behaviour with the organisation’s vision and values
• Capacity to foster trust and create the emotional intelligence on how to deal respectfully and understandingly with others & customers
• Resilience to stress in appropriately balancing these various pressures to maintain stable performance

Qualifications, experience and competencies required:

• Grade 12 or an equivalent NQF level 4 Qualification
• PSIRA Grade E Active
• 2 years’ experience in customer service delivery industry
• Call centre experience will be an added advantage
• Proficiency in MS Office.
• Must be able to work shifts, have a driver’s license and own/reliable transport
• Open communication with honesty and integrity is essential