Nonhlanhla Nyirongo

Call Centre Operators Responsibilities:

1. Monitoring and Verification:

- Monitor visual verification alarms from branches.

- Request snapshots from inside branches as needed.

2. Communication and Dispatch:

- Manage inbound and outbound calls.

- Dispatch reaction officers to respond to incidents.

3. CIIMS Operator Duties:

- Post ABSA officers on duty to different branches.

4. Additional Monitoring:

- Monitor McDonald's alarms.

- Check cameras on DSS (Digital Security System).

Required Skills:

Strong attention to detail and ability to multitask.

Excellent communication and interpersonal skills.

- Ability to work under pressure and make quick decisions.

- Familiarity with security protocols and procedures.

- Proficiency in operating security systems and software (e.g., CIIMS, DSS).

- Ability to maintain accurate records and logs.

Strong problem-solving skills.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Responded proactively and positively to rapid change.

• Monitoring cell c towers alarms, arming and disarming for technicians to access sites, dispatching reaction officers, inbound and outbound calls.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
• Collaborated with team members to share best practices, resulting in improved overall department performance.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promptly responded to inquiries and requests from prospective customers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.