We are hiring a Team Leader, Alarm Monitoring - Bureau

A Team Leader in a Bureau context is typically responsible for overseeing a group of individuals tasked with specific administrative, risk, and data-related functions. The role involves a blend of leadership, operational management, and technical expertise.

Main job functions: Product Vision and Strategy

1. Monitor and communicate the progress of new projects in terms of priorities, schedule, and assessment of risks/issues.
2. Identify current inefficiencies across the team and provide suggestions for optimization, improvement, and training.
3. To strictly adhere to all Departmental and Company Policies, Procedures, and SOP’s
4. Promote the company's products/services, addressing or predicting clients' objectives.

Responsibilities are:

Requirements and Prototypes

• Ensure quality management is adhered to within the department at all times.
• Monitor case management within the department and ensure 100% of the time.
• ADHOC a minimum of QA to be done per staff member to identify training needs.
• Identify training needs as part of the mentoring/coaching process and implement an improvement strategy with the Supervisor.
• Ensure that all SVLs are met within each department.
• Obtain sufficient knowledge of all products and pricing to be able to efficiently assist Clients and staff. Continually develop skills and ensure advanced knowledge of all Products.

Client Interaction and Feedback

• Manage Customer Insight Surveys: - Greater than 90% on top 2 boxes (Satisfied)- Less than 4% on bottom 2 boxes (Dissatisfied)- Net Promotor Score must be greater than 70%.
• Ensure Quality Management: - Above 95% - Customer Centricity - QA- Above 95% Call & Email Quality - QA- 100% Business Process - SOPS / CPA / POPI & T&C's are always followed.
• Make sure 95% of cases are closed on a monthly basis.
• Ensure TAT within the department is always met, and Client queries are actioned on time.
• Ensure that CRM, Reporting & Master Base is updated with all information 100% of the time.

Business Analytics and Decision-Making

• Ensure 100% compliance to all relevant SOPS within the department.
• Formulate, recommend, and implement best practices across teams to improve effectiveness and ability to execute.
• Product and Solution Failure – Should a client solution fail to execute or function as expected, engage with technical and developmental teams to solve.
• To complete any other task or duty management may reasonably expect of you.

Execution and Goal Attainment

Ensure that all SVLs are met within each department:

• Support: 80/20 daily/weekly/monthly.
• Bureau & Fleet: 90/10 incoming interactions, 98% of alarms closed within the same half an hour.
• Mails 80% of mails to be completed within 24hours.Fleet Monitoring: Ensure 100% route compliance & trip monitoring -> Team Average.
• To strictly adhere to all Departmental and Company Policies, Procedures, and SOP's.
• To complete any other task or duty management may reasonably expect of you.

Qualifications and experience:

• 2 to 3 years of experience as a call centre agent
• Matric Certificate or a qualification that is equivalent to Matric

Skills required:

• Good written and verbal communication skills.
• Excellent problem-solving and analysis.
• Proven Work Experience as a Call Centre Agent
• Strategic thinking and problem-solving abilities.
• Computer Literate: Excel and Word

Closing Date: 05 August 2026 at 16:00