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National Emergency Control Centre Operator: (NECC)
Tracker South Africa
·
3.9
Johannesburg, Gauteng
Permanent
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Job details

Here’s how the job details align with your profile.

Job type

Permanent

Full job description

Listing reference: track_001756
Listing status: Online
Apply by: 6 October 2026
Position summary
Industry: Telecommunication Services
Job category: Telecommunication and Mobile Systems
Location: Johannesburg
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Tracker requires the services of a talented and experienced Operator: National Emergency Control Centre operator to facilitate and coordinate the reporting of activations and verifications on a national basis to ensure quick reaction time of operational staff and the police to optimise vehicle recovery to the satisfaction of clients.
Job description

Key roles and responsibilities:
Conduct Control Centre Duties and Functions
  • Provide effective emergency control centre services that ensures team and agent level response times are successfully achieved, as per the agreed strategic objectives and targets.
  • Take all actions that will enhance the Customer Service experience.
  • Receive inbound emergency calls from Tracker clients in a professional manner.
  • Activate and action events in accordance with all NECC policies and procedures.
  • Adhere to the provisions of the SAPS MOU & SOP (standard operating procedure).
  • Co-ordinate and facilitate recovery activities nationally, as per the relevant SOPs.
  • Liaise with SAPS, Law Enforcement and Private Security Industry partners, Provincial Operational Managers and LELO’s to ensure proper and effective response and recovery of activated vehicles.
  • Provide thorough and detailed feedback to Tracker clients as and when required.
  • Log the information on the relevant system as per approved standard operating procedures (SOPs).
  • Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
  • Identify callers by means of set authentication rules.
  • Provide relevant stakeholders with continuous feedback as and when required.
  • Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
  • Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
  • Follow up with role players to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
  • Escalate details of dissatisfied clients to management.
  • Execute the required emergency control centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.
Optimise Availability and Drive Data Integrity
  • Ensure that all service level standards and regulations are strictly always adhere to.
  • Ensure that emergency control centre agent availability is optimised to drive the achievement of agent and team level service targets.
  • Contribute towards the continuous improvement of the department’s agent availability metrics.
  • Ensure that all data-input regarding activations, verifications and recoveries is accurate and correct, as per agreed quality and time standards.
  • Ensure that all quality standards are met in the execution of every control centre activity within the NECC operational requirements.
  • Adhere to all relevant policies and procedures.
  • Compile inspection reports on unresponsive vehicles and share with the relevant role players timeously.
  • Report any deviations from procedures/processes to the Supervisor
Relationship Management and Liaison
  • Ensure ongoing professional liaison with Tracker departments and service providers to ensure that the policies and procedures are fully adhered to and service standards are maintained.
  • Engage in regular communication with NaVICC, SAPS HQ & all Provincial SAPS as and when required.
  • Provide non-recovery feedback to relevant stakeholders as per the approved SOPs.
  • Provide regular updating of LELO / SAPS with regards to activated vehicles.
  • Provide required feedback and assistance with regards to client complaints and query resolutions.

Minimum requirements

Qualifications, experience and competencies required:
  • Grade 12/Matric or Equivalent at NQF Leve 4
  • Essential: 3 Years relevant experience in the field of emergency control centre operations.
  • Essential: PSIRA Grade E certification
  • General vehicle tracking industry knowledge.
  • Any law enforcement experience is advantageous.
  • Excellent communication skills (especially verbal) in English and one or more SA official languages
  • Computer Literacy (MS Office)
  • PSIRA Grade C certification
  • Must be willing to work shifts.
  • Must be aware of the POPI Act.
  • General vehicle tracking industry knowledge.
  • Working knowledge of operational radio communication use and procedures
  • Self-Leadership
  • Results orientation
  • Customer service orientation
  • Strong problem-solving skills
  • Sound analytical capabilities

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