Alarm Centre Manager

  • Basis:  Full-Time
  • Closing Date:  02 Jan, 2020
  • Job Ref:  KMP-50736

Job Description

Overall Purpose:
Manage, supervise and coordinate the activities of the Alarm Centre to ensure that efficient customer support services are being provided

Main Responsibilities:

  • Develop procedures governing the operations of the Alarm Centre.
  • Train Alarm Centre Coordinators.
  • Mentor the team on an ongoing basis.
  • Monitor the performance and productivity of team members and report to management.
  • Preparation of rosters and work schedules.
  • Request for any necessary changes in staffing based on any anticipated events and on the day-to-day workload, and work with the HR team to ensure that vacancies as appropriately filled.
  • Ensure that an effective 24/7 customer support service is provided by the team to the company’s clients, their relatives, consultants, medics, general practitioners etc.
  • Assist the team to promptly and ethically reply to customers’ inquiries and complaints.
  • Monitor the service communication to ensure technical accuracy and conformity with the company policies is maintained at all times.
  • Assist in the organisation of medical evacuations from any destination worldwide.
  • Be available to assist the team with the management of complex cases as required.
  • Work with management to identify and appoint suitable providers.
  • Be a reliable contact point for clients to provide them with information on our services and recommend possible solutions
  • Perform the duties of the Alarm Centre Coordinator when required.
  • Perform other duties as may be required from time to time for the proper operation of the business within the limit of the Alarm Centre Manager`s capabilities.

Required Skills:
Qualifications & Experience:

  • Diploma level in related field.
  • Minimum of 3 years’ experience in supervisory or management position at an Alarm Centre, or support platform.

Skills:

  • Capable of building and maintaining productive business relationships with our clients and the team.
  • Ability to supervise and manage a team.
  • Ability to build long lasting relationship with people at all levels.
  • High personal integrity and a strong accountability to deliver effective outcomes.
  • Strong multitasking ability.
  • Ability to remain steady under pressure.
  • Strong written and verbal communications skills in English.
  • IT skills, including the use of MS Office.
  • Attention to detail and accuracy.