Job brief
Reporting to the Control Room Manager, the successful candidate will be an essential part of the smooth daily operation of the business. The CCTV Communications Controller will be tasked to work closely with the Operations team and to ensure all Control Room Operations needs are met.
Responsibilities
Ensure all Control Room equipment is functioning, by carrying out equipment checks as required and informing the relevant department in case of any
Deal with complaints, concerns, questions, and information from the client in a professional manner and escalate where
Ensure all Control Room SOP procedures and requirements are observed and carried out
Organizing Weekly/monthly operations meetings and implementing an action plan
Preparing controllers’ rota and plan for their annual
Investigating reported incidents and compiling a comprehensive report to the Control Room
Must be able to manage the contracted security guards including Book-Ons and Book-Offs.
Conduct check-in calls on an hourly basis to ensure the safety of officers and to ensure they are carrying out proper
To guide and direct officers on site to carry out the right procedures in case of emergency by referring them to site Assignment
Alerting the sales team of new opportunities for further sales within key clients and marketing of company services
Go through the checklist at the start of the shift to ensure all systems and equipment in the Control Room are functioning properly, and report all defaults to the relevant department – Control Room Management to be copied
To act on all incidents reported by the Tier 2 controller (as per SOPS and processes)
Directly responsible for co-coordinating the first response to incidents when the Duty Manager is not present in the Control Room
To oversee and direct all ground resources to ensure they comply with Control Room policies, the Assignment and Site Instructions
Escalate all incidents to authorized personnel as defined by Control Room Incident Management
Create comprehensive and detailed Incident Reports using the electronic incident reporting software
Update and maintain Staff Roster Manager Software and all monitoring software
Ensure all security equipment, phone extensions, CCTV and alarms are checked for serviceability throughout the
Submit the End of Shift Report to the Operations Manager and the
Ensure the Control Room shift activities are compliant with GDPR, Data Protection Act- Kenya and related.
Collate monthly incidents on behalf of the Control Room and share them with the Supervisor and the Operations Manager for further action.
Operations Competencies
Understand the job description.
Expected to build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
Must be eager to learn and be a solution-oriented operations individual.
Qualifications, Skills & Experience
Minimum of a Degree in Criminology or in a related field.
Minimum of 3 years’ experience as a Control Room Operator.
Experience using relevant security technology and security platforms (e.g. CCTV, computers, and Security Software)
Clear and precise reporting and incident management.
Proficient in MS Office and Google Suite
A valid Certificate of Good Conduct
Articulate problem-solving skills
Must be good in organizational and multitasking abilities
Excellent communication skills and good command of the English language both written and spoken – clear and courteous on the phone and in email
Ability to work shifts both day and night.
Apply via :
www.opticom.co.ke
