Job Description

The City of Ekurhuleni is inviting applications for the position of Call Centre Operator within the Community Safety Department.

The successful candidate will be responsible for receiving and handling emergency and non-emergency calls, operating radio communication systems, using computer-aided dispatch systems, maintaining accurate electronic logs, and supporting emergency communication operations.

This role is suitable for candidates with Grade 12 or NQF Level 4, at least 1 year of experience in a similar environment, and the ability to work professionally in a high-pressure emergency communication setting.

Responsibilities

• Receive and handle incoming calls on the emergency switchboard.
• Handle radio communication professionally and accurately.
• Operate and use a computer-aided dispatch system.
• Use emergency communication systems that include voice, electronic, and data communication.
• Follow standard emergency communication operational procedures.
• Maintain accurate electronic logs of emergency and non-emergency calls.
• Record departmental fleet and personnel movement.
• Operate and monitor non-verbal communication systems.
• Monitor linked direct alarm systems.
• Monitor surveillance systems within the centre.
• Perform critical incident management tasks at operational level.
• Perform emergency communication-related administrative duties.
• Ensure completed work complies with governance and legislative requirements.
• Follow specified standards, policies, and standard operating procedures.
• Help prevent and reduce wastage of financial resources.
• Support customer service orientation within the department.
• Support people and productivity management processes.

Requirements

• Grade 12 or NQF Level 4.
• At least 1 year of work experience in a similar environment.
• Ability to work in an emergency communication or call centre environment.
• Ability to follow standard operating procedures.
• Ability to maintain accurate electronic records.
• Ability to work with communication and dispatch systems.
• Candidates may be requested to submit proof of the NQF level applicable to their qualifications.

Skills

• Call handling.
• Emergency communication.
• Radio communication.
• Computer-aided dispatch.
• Customer service.
• Communication skills.
• Attention to detail.
• Record keeping.
• Incident management.
• Ability to work under pressure.
• Administrative skills.
• Surveillance system monitoring.
• Alarm system monitoring.
• Policy and procedure compliance.
• Professional conduct.
• Time management.
• Accuracy.
• Teamwork.