Fleet Bureau Live Desk Operator

Introduction

We are seeking a vigilant, customer-focused, and detail-oriented Live Desk Operator to provide dedicated monitoring and support services for our Fleet Bureau department.

The successful incumbent will be responsible for monitoring vehicle movements, telematics systems, live camera feeds, and operational events to ensure the safety and security of drivers, vehicles, and assets. The role requires proactive monitoring, incident management, stakeholder communication, and adherence to service delivery standards within a fast-paced operational environment.

This position operates on a rotating day-shift basis and includes weekend and public holiday coverage where operationally required.

Duties & Responsibilities

Live Monitoring & Operational Support

• Monitor vehicle movements against approved routes and schedules.

• Maintain continuous situational awareness of all assigned operations.

• Identify and escalate route deviations, security threats, suspicious activity, and emergency situations.

• Communicate with drivers and stakeholders when operational intervention is required.

• Ensure uninterrupted monitoring coverage and SLA compliance.

Telematics, Tracking & Camera Monitoring

• Monitor telematics systems, GPS tracking platforms, and live camera feeds.

• Investigate and respond to alerts relating to:

• Route deviations

• Geofence breaches

• Unauthorized stops or movement

• Panic alarms

• Excessive speeding

• Harsh driving behaviour

• Driver duress situations

• Vehicle recovery events

• Verify incidents through available technology before escalation where possible.

• Record and preserve relevant information for incident investigations.

Incident Management & Client Communication

• Respond to alarms, alerts, and client requests within agreed service levels.

• Coordinate incident response with drivers, security providers, emergency services, law enforcement agencies, and internal stakeholders.

• Provide accurate and timely feedback throughout incident resolution.

• Escalate high-risk situations according to established procedures.

Reporting & Administration

• Accurately record all operational events, alarms, incidents, and client interactions.

• Compile incident reports and supporting documentation.

• Maintain detailed operational records for audit and compliance purposes.

• Complete comprehensive shift handovers.

Compliance & Service Excellence

• Adhere to all operational procedures, client requirements, and company policies.

• Ensure all activities meet service level agreements and quality standards.

• Participate in operational reviews, audits, and continuous improvement initiatives.

Desired Experience & Qualification

Qualifications

Essential

• Grade 12 (Matric)

Advantageous

• Relevant qualification in Security, Control Room Operations, Fleet Management, Logistics, or Monitoring Operations

• PSIRA registration

Experience

Essential

• Experience working in a high-pressure operational or monitoring environment

Advantageous

• Control room or command centre experience

• Call centre experience

• Telematics and vehicle tracking experience

• CCTV or video monitoring experience

• Alarm monitoring and emergency response experience

Technical Skills

• Computer literacy and proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)

• Ability to operate multiple systems simultaneously

• Knowledge of GPS tracking and route monitoring principles

• Experience with telematics and monitoring platforms

• Strong data capturing and reporting skills

Communication Skills

• Excellent verbal and written communication skills

• Ability to remain calm and professional during critical incidents

• Strong customer service and stakeholder engagement skills

• Ability to communicate in multiple South African languages will be advantageous.

Interested?

Working Conditions

• Shift operational environment

• Weekend and public holiday work may be required

• Extended periods of screen monitoring

• Fast-paced and high-pressure operational environment

• Overtime may be required during peak operational periods or major incidents

Critical Requirement

Availability is a critical success factor for this role. The successful candidate must demonstrate excellent attendance, punctuality, and reliability to ensure uninterrupted service delivery to the Fleet operation.

How to Apply

Interested candidates who meet the minimum requirements are invited to submit an updated CV and supporting qualifications before the closing date.