CCTV Communications Controller at Opticom Kenya Limited

Reporting to the Senior Control Room Supervisor, the successful candidate will be an essential part of the smooth daily operation of the business.

Overview And Purpose of Position

The Communications Controller will be tasked to work closely with the Operations team and to ensure all Control Room Operations needs are met.

Responsibilities

1. Ensure All Control room equipment's are functioning, by carrying out equipment checks as required and informing the relevant department in case of any fault.
2. Deal with complaints, concerns, questions, and information from the client in a professional manner and escalate where necessary.
3. Ensure all Control Room SOP procedures and requirements are observed and carried out accordingly.
4. Training and deployment of new controllers and organizing for refresher training for the old team.
5. Organizing Weekly/monthly operations meetings and implementing an action plan
6. Preparing controllers rota and plan for their annual leaves.
7. Investigating of reported incidents and compiling a comprehensive report to the Operations Manager.
8. Must be able to manage the contracted security guards including Book Ons and Book Offs.
9. Conduct check-in calls on an hourly basis to ensure the safety of officers and to ensure they are carrying out proper patrols.
10. To guide and direct officers on site to carry out the right procedures in case of emergency by referring them to site Assignment Instructions.
11. Alerting the sales team to new opportunities for further sales within key clients and marketing of Company services
12. Go through checklist at the start of shift to ensure all systems and equipment in theControl Room are functioning properly, report all defaults to relevant departmentControl Room Management to be copied in.
13. Supervise all other shift controllers and ensure they comply with Company and Control Room Policies and processes.
14. To act on all incidents reported by Tier 2 controller (as per SOPS and processes)
15. Directly responsible with co-coordinating first response to incidents when the Duty Manager is not present in the Control Room
16. To oversee and direct all ground resources to ensure they comply with Control Room policies, the Assignment and Site Instructions
17. Escalate all incidents to authorized personnel as defined by Control Room Incident Management Plan.
18. Create comprehensive and detailed Incident Reports using the electronic incident Reporting software provided.
19. Update and maintain Staff Roster Manager Software and all monitoring software
20. Ensure all security equipment, phone extensions, CCTV and Alarms are checked for serviceability throughout the shift.
21. Submit the End of Shift Report to the Operations Manager and the team.
22. Ensure the Control Room shift activities are compliant with GDPR, Data Protection Act
23. Kenya and related Policies.
24. Collate monthly incidents on behalf of the Control Room and share with the Supervisor and the Operations Manager for further action.
25. Operations Competencies
26. Understand the job description
27. Expected to build productive relationships internally and externally, fostering
28. teamwork by keeping colleagues updated on activities.
29. Must be Operationally proactive, eager to learn, and be a solution-oriented
30. Operations individual

Skills and Qualifications

1. Minimum of a Degree in Criminology or in a related field
2. Minimum of 3 years experience as a control room operator
3. Experience using relevant Security technology and security platforms (e.g. CCTV,
4. Computers, And Security Software)
5. Clear and precise reporting and Incident Management.
6. Proficient in MS Office and Google Suite
7. A valid Certificate of Good Conduct
8. Articulate problem-solving skills
9. Must be good in organizational and multitasking abilities
10. Excellent Communication Skills and good command of the English language both written and spoken – clear and courteous on the phone and in email
11. Ability to work shifts both day and night.