About the Role
We are looking for an experienced Command Centre Operations Manager to lead the effective operation and continuous improvement of our technology-enabled 24/7 Command Centre
Location: Durban North
Key requirement
- Relevant qualification
- Approximately 5-8 years of relevant operational experience, including at least 3 years in a management or senior supervisory role
- Experience within security, facilities management, logistics, fleet management, emergency response, telecommunications, monitoring centers or another higher-volume 24/7 operational environment
- Proven experience in incident management, operational escalation, service-level monitoring and performance reporting
- Exposure to technology-enabled operational environments, including CCTV, alarm monitoring, tracking, access control or workforce-management systems
- Experience developing, implementing and maintaining standard operating procedures
- Relevant operational, security, risk, business management or related qualifications will be advantageous
Key responsibility
- Manage day-to-day Command Center operations, ensuring consistent service delivery and achievement of agreed service levels and key performance indicators
- Lead and develop Command Center operators, supervisors and operational support teams across a 24/7 shift-based environment
- Oversee workforce planning, rostering, attendance, deployments, leave, overtime and resource utilization to ensure optimal staffing and productivity
- Identify staffing gaps, operational exceptions and service-delivery risks, taking accountability for appropriate corrective action and timely resolution
- Oversee incident management, escalation, investigation, reporting and closure within required timeframes