Signal Management Supervisor

Fidelity Services Group; KwaZulu-Natal; On-site; ZAR 300 000 - 480 000; Full time

Job summary

A leading security solutions provider based in KwaZulu-Natal is hiring for a role focusing on operational efficiency and technical support. Responsibilities include reducing costs associated with false alarms, analyzing service levels, and managing customer complaints. The ideal candidate will possess strong communication skills, a customer-focused approach, and the ability to work under pressure. You will also be responsible for interpreting data analytics and managing staff performance.

Qualifications

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

Responsibilities

• Drive operational costs down by reducing false alarms.
• Measure and flag deviations in service levels and performance.
• Provide technical support to customers for overactive alarms.

Skills

Customer-focused approach

Good time management

Excellent verbal and written communication skills

Assertive with a sense of urgency

Ability to work independently and as part of a team

Proficient in Microsoft Office

Strong negotiation ability

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 skillsPlanning 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.