Control Room Operator (Event Analyst), Gqeberha (Shifts)

• We are seeking a Control Room Operator Event Analyst Shifts for a permanent vacancy based in Gqeberha, Eastern Cape

Applicants are required to have the following related experience in a call centre / security industry :

• Willing and able to work shifts : 3-day shifts, followed by 3-night shifts, ending with 3-off days
• Signal acknowledgement and signal acknowledgement time – main focus is stack management
• A full overview and live view must be utilized when investigating signals. All tools must be used
• It is expected that incoming signals are acknowledged within 10 seconds of them appearing on the stack
• Read and follow the specific SOP of each client carefully. Follow those procedures exactly as it is written. No deviations will be allowed.
• Both client and company SOP's must be followed.
• Positive incident response plan – urgency is crucial. Every second will be monitored and audited
• It is in the best interest of the client to resolve an occurrence as quickly and efficiently as possible
• Professional radio and telephone etiquette must be followed
• All incoming calls must be accepted with urgency and queries dealt with
• Proper social media platforms management when reviewing messages and feedback is not negotiable. Feedback must be factual, answering all questions and in good time. Crucial evidence and communications are gathered on the platforms. All communications will be professional, clear and concise. Constant and continuous monitoring of all social media platforms is non-negotiable.
• Camera Health checks must be performed on the hour, every hour. Every camera of all clients must be reviewed individually. Special care must be noted when camera views are changed, clarity, grainy, blurry and offline. When camera defects are noted, job cards must be initialized
• Currently, platforms that are utilized are: Hikvision, Telegram, WhatsApp, MS Office, DeepAlert, Listener and Snipre. It is the duty of each Event Analyst to be 100% fluent with all platforms
• E-mails and shift reports must always be error free, proper English language used. It is advised that spellcheck must be used. There is a set format for e-mails and shift reports. No deviations will be allowed. Completed e-mails and shift reports must be sent by 10:00 in the morning and by 22:00 at night. These are set times.
• It is expected that the Event Analyst to be dressed neatly and have a professional appearance. Workstations must always be clean and clear of clutter.