The Central Monitoring Station (CMS) Operator’s essential role is to provide a professional and timely alarm response service to customers.

DUTIES & RESPONSIBILITIES:

-       Be familiar with ALL clients data & locations

-       Monitor and process alarm/burglar signals, panic/duress, panic/hold up, panic signals, tamper signals, fire alarm/smoke detector signals, flood detector signals, low battery signals, mains failure signals, no closing signals, missing channel status signals, illegal opening signals, opening and closing through the Watchmanager System.

-       Monitor the Frotcom Vehicle Tracking System.

-       Monitor the Patrol Management System (Clocking signals) on an hourly basis and advice controllers of any discrepancies or missed signals.

-       Input relevant entries.

-       Transmit and receive telephone calls from/to customers.

-       Dispatch, guide and provide directives to Drivers/Controllers in case of alarm intervention.

-       Always keep the client’s database up to date on the Watchmanager System, Frotcom Vehicle Tracking System and the Patrol Management System.

-       Report every alarm intervention in the Alarm Daily State Book.

-       Report intervention’s time of more than thirty (30) minutes in the Intervention’s lateness book and Daily State Book.

-       Report all new commissioning and monitoring cancellation in the handing over book and the daily state book.

-       Record every client’s complaint in the handing over book and the Daily State Book and report the complaints to Management.

-       Report client’s technical requests in the servicing memo book/technician request book.

SKILLS AND COMPETENCIES:

-       Excellent written and verbal communication in French and English

-       Excellent leadership skills

-       Ability to deal with persons of diverse background

-       Attention to details

-       High sense of confidentiality

-       Honesty and integrity

-       Ability to work under pressure

-       Ability to work at odd hours/Shift System (Day and Night)

-       Good team spirit

QUALIFICATIONS AND EXPERIENCE:

-       At least HSC

-       A previous experience in the security field, call centers or any other similar role would constitute an advantage