Signal Management Supervisor

Fidelity Services Group; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading security services provider in Durban is seeking a dedicated professional to enhance operational effectiveness and customer satisfaction. Responsibilities include managing technical support for customers, conducting root cause analysis, and ensuring compliance with standards. Ideal candidates will demonstrate a customer-focused approach, possess excellent communication skills, and be proficient in Microsoft Office. This is a full-time position that requires a proactive mindset and strong negotiation abilities.

Qualifications

• Drive for results and action-oriented mindset to consistently exceed expectations.
• Willingness to learn and adapt to new technical skills and technologies.
• Ability to excel in a high pressured and fast paced environment.

Responsibilities

• Drive operational costs down by reducing false alarms.
• Lead and direct the efforts of SM techs and Coordinators.
• Root cause analysis and resolution.

Skills

Customer-focused approach

Excellent verbal and written communication skills

Proficient in Microsoft Office

Good time management

Interpersonal skills

Tools

Abinitio

Business Management

Lifting Equipment

Apache Commons

Job description

General Job Information

• Drive operational costs down by reducing false alarms.
• Lean out processes to reduce costs improve effectiveness and gain efficiencies.
• Measure and flag deviations regarding service levels performance and abnormalities affecting the armed response and monitoring operations.
• Technical support and service to customers to eliminate overactive alarms.
• Root cause analysis and resolution.
• Drive technical revenue to cover the operating costs of technicians.
• Lead and direct the efforts of SM techs and Coordinators.
• Customer complaint management take ownership and ensure resolution.
• Proactively establish and maintain effective working relationships within various levels of the matrix organization.
• To interpret articulate & present data analytics to the operations team.
• Complete HR processes for new and terminated staff.
• Performance management Identify training and development needs among staff members.
• Ensure EHS standards are communicated and executed upon

General

• Have knowledge about all facets pertaining to your position.
• Attend all required meetings and training sessions.
• Always keep your workstation/office neat and tidy.
• Do not abuse company telephone for private calls.
• Filling and administration
• Adhere to shift roster and office hours.
• Emails to be processed daily and responded to within and up to date by COB on the said date.
• Assisting with other ad-hoc tasks analysis and projects as and when required by Management
• Stay informed about industry trends and competitor activities to identify potential threats and opportunities.

Standard operating procedures

• Ensure that the disciplinary code is always adhered to.
• Standing Operating Procedures must be upheld.
• Meeting and keeping on agreed upon targets.
• High standard of service must be upheld.
• Ensure that feedback is always given.
• Always ensure compliance.
• Ensure that the company values are always upheld

Competencies (TECHNICAL & BEHAVIOURAL)

• Drive for results and action-oriented mindset to consistently exceed expectations.
• Customer-focused approach with perseverance and critical thinking skills to meet diverse client needs.
• Willingness to learn and adapt to new technical skills and technologies.
• Assertive with a sense of urgency demonstrating adaptability and resilience in the face of challenges.
• Excellent verbal and written communication skills
• Good time management
• Interpersonal skills
• Planning and organizational skills
• Ability to excel in a high pressurised and fast paced environment
• Effective team player
• Self-starter
• Positive attitude
• Proactive approach
• Strong negotiation ability
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office
• Willingness to travel as needed.
• Computer literacy (Word Excel Outlook Presentations)
• Telephone etiquette
• Client liaison
• Follow through and conclude on all commitments.

Required Experience:

IC

Key Skills
Abinitio,Lifting Equipment,Customer Service,Apache Commons,Business Management
Employment Type : Full-Time
Experience: years
Vacancy: 1