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Company: G4S Security Services Ltd

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Job Ref.:

Job Title: Monitoring Supervisor



Job Type: Permanent full-time

Job description:


We invite suitably  qualified  employees to apply for the position  of 'Monitoring  Supervisor.

General Accountability

Reporting   to the  Operations   Manager,  Electronic  Security,  the  Monitoring   Supervisor   is generally   accountable   for the supervision  and efficient  operations  of the Monitoring   department.

Specific Accountabilities

      Overall  provision   of outstanding    customer   service  within   the  department    by ensuring   that  Monitoring    Operators receive, interpret   and communicate  signals accurately.

          Ensure  that  all customer   service  contracts   are properly   established   within  the  customer   database  and that  these databases are accurately  maintained.

•     Maintain   an accurate and updated database of customer  and billing information.

•     Provide information   on new or terminated   contracts  to the Finance department   in a timely  manner.

      Supervise    performance     of  Team   Leads  and   Monitoring     Operators    (behavior,    time,    attendance    and  general performance)   and conduct  performance   appraisals.

           Assist in conducting  investigations   of incidents  and unusual occurences as and when required  and take required  action to minimize  negative impacts on service delivery.

•     Compiles   monthly  and other reports as and when required.

•     Develops and maintains  effective  relations  with key stakeholders.

       Be conversant  with  all computer   software   used in the Monitoring   station  and from  time  to time  conduct  on the job training  with Monitoring   Operators  toensure  they have a working  knowledge  of the software  and products  offered.

•      Preparation   of the roster for the Monitoring   station.

•     Conduct weekly/  monthly  meetings with the Monitoring   team.

•     Any other related duties as may be assigned by management.

Person Specifications

Minimum  Acceptable  Academic/Technical/Professional  Qualifications

  • Certification   in Marketing/   Business or related field

Minimum   Number of Years of Relevant Experience

  • Four (4) years in a customer  service or supervisory  role in a similar or related field.
  • Prior experience  in a call centre environment   and in a security/  law enforcement   environment    will be an asset. Specific Skills/Experience and/or  Knowledge
  • Sound customer  service skills Sound Computer  Literacy skills Excellent interpersonal   skills
  • Excellent supervisory  and organization   skills
  • Good conflict  resolution  capabilities
  • Good team player

Applications   should be emailed to  

We thank all applicants, however unsuitable  applications  will not be acknowledged

This vacancy is closed.

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